Sr. Director of Onboarding & Implementation

We are seeking an experienced and dynamic Senior Director of Onboarding to lead and optimize our customer onboarding processes. The ideal candidate will focus on reducing the time to initial value for new customers, increasing their lifetime value (LTV), and consistently achieving monthly onboarding targets. This role will collaborate interdepartmentally with Sales, Customer Success, Training, and Support.

This position will be hybrid

Reports to: VP of Revenue Operations

What You Will Own 

• Develop and implement strategic initiatives to streamline and enhance the customer onboarding process.
• Identify and remove bottlenecks to accelerate time to initial value for new customers.
• Work closely with Sales, Customer Success, and Product teams to ensure a cohesive and efficient onboarding experience.
• Establish and monitor key performance indicators (KPIs) to measure the success of onboarding processes and drive continuous improvement.
• Develop and maintain a deep understanding of our products and services to effectively tailor onboarding processes to meet customer needs.
• Leverage data and analytics to identify trends, insights, and opportunities for enhancing the onboarding experience.
• Collaborate with the Revenue Operations team to align onboarding strategies with broader revenue goals and objectives.
• Drive initiatives to increase customer lifetime value (LTV) through improved onboarding experiences and early customer engagement.
• Ensure compliance with industry standards and regulations throughout the onboarding process.
• Manage and mentor a team of onboarding specialists, providing guidance and support to achieve departmental goals.
• Report regularly to the Vice President of Revenue Operations on progress, challenges, and opportunities.

What You Will Need to Accomplish the Job 

• Bachelor's degree in Business Administration, Marketing, or a related field; MBA preferred.
• Minimum of 8 years of leadership experience in customer onboarding, customer success, or related roles within the SaaS or technology industry.
• Proven track record of developing and implementing successful onboarding strategies that reduce time to value and increase customer LTV.
• Experience with CRM and Customer Success/Project Management platforms (i.e. Salesforce, Vitally, Gainsight, etc) 

What Will Make Us Love You 

• Strong leadership and team management skills, with experience leading and developing high-performing teams.
• Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments and with senior leadership.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.