Director of Onboarding

Summary

Join our team as the Director of Onboarding and lead a team of 5 specialists to ensure high customer utilization and onboarding success within 60 days. This critical role involves designing and improving the onboarding customer journey, standardizing workflows, and mitigating risks. You will manage team performance, optimize processes, and ensure seamless transitions to post-onboarding success. The ideal candidate possesses 8+ years of experience in customer success or account management, including 3+ years in a leadership role focused on onboarding. A data-driven approach and excellent communication skills are essential for success in this position. We offer a comprehensive benefits package including flexible time off, competitive healthcare, paid parental leave, and a 401k plan.

Requirements

• Experience: 8+ years in Customer Success, Account Management, or related roles, with 3+ years in a leadership position managing Onboarding
• Industry Knowledge: Experience in SaaS, with preference for dental or healthcare industry experience
• Leadership Skills: Proven ability to build, develop, and manage high-performing teams
• Onboarding Focus: Strong track record of driving customer retention and mitigating churn in Enterprise and Mid-Market segments
• Strategic Thinking: Demonstrated experience in developing and executing customer onboarding strategies to enhance retention and growth
• Analytical Skills: Data-driven mindset with experience in performance reporting and using metrics to inform decisions
• Communication: Excellent interpersonal and communication skills, with the ability to influence and collaborate across functions and manage up
• Education: Bachelor’s degree required; MBA or equivalent advanced degree is a plus

Responsibilities

• Lead, coach, and develop a team of 5 DSO Onboarding Managers responsible for DSO implementations
• Set clear expectations for Onboarding activities, including time to first value, time to graduate, % of customers achieving adoption, call cadences, etc
• Foster a culture of urgency, accountability, proactive customer engagement and centricity, and collaboration
• Have regular performance feedback sessions and create growth plans for the team members
• Design and continuously improve the DSO onboarding customer journey
• Ensure flexibility in the onboarding process to accommodate the unique needs of different DSOs, allowing for customization within a scalable, repeatable framework
• Standardize onboarding deliverables, training materials, and workflows to ensure consistency and scalability and yet, flexibility for customization
• Implement onboarding best practices and playbooks that drive adoption, strong customer engagement, and set customers up for long term success
• Define clear milestone and graduation criteria and ensure customers move efficiently through each stage of onboarding
• Optimize the onboarding process to shorten time-to-value and ensure customers quickly realize the benefits of the platform
• Analyze and continuously assess and improve onboarding workflows, leveraging automation and process improvements
• Identify early signs of risk in customer accounts and develop strategies to mitigate those risks through targeted DSO Onboarder activities
• Develop and refine customer success playbooks to standardize best practices for retention and risk mitigation
• Emphasize a proactive approach to customer feedback and risk analysis by encouraging regular check-ins with customers to identify potential issues early before they escalate
• Ensure a seamless transition from onboarding to post-onboarding Customer Success by aligning processes and handoffs with the Director of Customer Success Enterprise, Post-Onboarding
• Define clear ownership between Onboarding, Customer Success, and Support to ensure customers know who to go to for what
• Develop and maintain dashboards and reports to track the performance of the onboarding DSO team
• Design and implement action plans for addressing off-target metrics (such as underutilization or delayed onboarding). This includes developing proactive strategies for identifying root causes, mitigating risks, and ensuring the onboarding process stays on track
• Coordinate and manage internal stakeholders to solve systemic issues and create transformative enterprise onboarding strategies and plans
• Work closely with Sales, Product, Engineering, Marketing, Customer Support, and other internal teams to ensure a seamless customer experience
• Act as a voice of the customer within the organization, providing insights and feedback to inform product development and other strategic initiatives

Benefits

• Flexible Time Off + 10 paid holidays
• Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions
• Company sponsored Life, Disability & AD&D
• Mental Health support programs
• Cellphone & Gym membership Discounts
• 100% Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors
• Tuition Reimbursement program
• Flexible work location: remote or hybrid, if local to Pleasant Grove, UT