Key Responsibilities

Develop and implement a best-in-class onboarding strategy aligned with company objectives and customer success metrics
Identify and refine onboarding workflows to increase efficiency, reduce time-to-value, and improve customer experience
Work closely with Sales, Product, Customer Success, and Support teams to ensure seamless customer transitions
Design scalable, tailored onboarding programs for different customer segments with proactive engagement
Leverage automation and technology to scale onboarding while maintaining personalization
Establish and monitor KPIs such as time-to-value, activation rates, and customer satisfaction
Recruit, mentor, and develop a high-performing onboarding team
Gather customer feedback to identify pain points and drive onboarding improvements

Requirements

5–7 years leading onboarding, process improvement, or customer success operations with proven track record of scaling departments
3+ years directly managing and developing high-performing teams
Deep expertise designing and deploying scalable implementation frameworks for complex enterprise clients
Highly proficient in data manipulation and business intelligence; translate data into actionable insights
Proven experience in process mapping and optimization
Exceptional communication skills with ability to align cross-functional executives

AI-first mindset; proactively leverage AI and automation to eliminate manual bottlenecks
First principles thinking; build the right way rather than iterating on legacy systems
Strong bias for action and hands-on problem-solving