Director, Customer Onboarding

Onboarding Strategy & Standardization

• Define and implement a unified onboarding framework across Chiropractic, Vision, Wellbeing, Patients, Dental, and Payments
• Establish clear milestones, success criteria, and accountability

Customer Journey Ownership (0–90 Days)

• Own the early customer lifecycle
• Ensure onboarding drives time-to-value, product adoption, and retention within the first 90 days

Execution Across Verticals

• Ensure consistent execution of onboarding standards across verticals
• Hold teams accountable to defined processes, timelines, and outcomes
• Balance necessary flexibility by brand

AI, Automation & Scaled Onboarding

• Redesign onboarding through AI, automation, and self-service models
• Leverage tools like Userpilot and Salesforce to reduce manual effort
• Improve speed, consistency, and overall customer experience

Sales & Pre-Onboarding Alignment

• Partner with Sales to ensure accurate scoping, expectation setting, and data capture
• Reduce friction and rework during onboarding

Success Metrics

• Time-to-Value (TTV): Measurable reduction in onboarding timelines across all verticals
• 90-Day Retention: Increased customer retention within the first 90 days post-go-live
• Product Adoption: Improved early-stage feature adoption and engagement rates
• Onboarding Completion Rate: ≥90% of customers completing onboarding within defined timelines
• Onboarding CSAT: ≥90–95% customer satisfaction during onboarding
• Sales-to-Onboarding Alignment: Reduction in onboarding delays and rework due to improved handoff quality
• Operational Efficiency: Reduction in manual onboarding effort through automation, AI, and scaled onboarding models

Requirements

• 8–10+ years of experience in SaaS onboarding, implementation, or customer success, including 4+ years in leadership roles
• Proven ability to build and scale onboarding programs across multiple products, brands, or business lines
• Experience building onboarding programs, frameworks, or systems from the ground up or significantly transforming existing ones
• Experience working in multi-vertical or complex environments, balancing standardization with flexibility
• Strong understanding of onboarding and lifecycle metrics, including TTV, adoption, and early retention
• Hands-on experience with Userpilot (or similar), Salesforce, and AI tools to drive scalable onboarding
• Track record of driving process improvement and operational efficiency
• Experience partnering with Sales teams to improve scoping, expectation setting, and onboarding readiness
• Strong cross-functional leadership skills across Product, Engineering, and GTM teams
• Strategic thinker with a bias toward execution and measurable outcomes
• Passion for delivering a high-quality customer experience tied to business results

Compensation & Benefits

• $120,000 - $150,000 base salary range
• Health, dental, and vision coverage
• Wellness benefits
• Flexible PTO, sick time, and 10 company-paid holidays
• 401(k) plan with company match
• Eligible for bonuses or equity