# Director, Customer Onboarding

**Company:** [PracticeTek](https://hotfix.jobs/companies/practicetek)
**Location:** San Diego, CA
**Role:** Customer Success
**Salary:** $120k – $150k/yr
**Experience:** 8+ years
**Skills:** Saas Onboarding, Customer Success, Userpilot, Salesforce, AI Tools, Process Improvement, Cross-Functional Leadership, Onboarding Frameworks, Lifecycle Metrics, Sales Alignment
**Posted:** 2026-05-19

> Director-level leader to build and scale unified customer onboarding programs across multiple healthcare verticals, driving time-to-value, retention, and adoption through AI, automation, and cross-functional collaboration.

## Job Description

## 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

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