Senior Director, Customer Onboarding

Summary

Join AffiniPay as a Senior Director of Customer Onboarding and lead a high-performing team responsible for scaling onboarding functions for practice management software and integrated payment solutions. You will oversee the end-to-end customer onboarding journey, ensuring seamless transitions and rapid value realization. Collaborate with senior leadership on strategic planning and act as an executive-level advocate for the onboarding team. Develop and optimize onboarding frameworks, playbooks, and KPIs to drive efficiency and customer satisfaction. The ideal candidate is a seasoned leader with proven success in managing and scaling onboarding teams in a high-growth SaaS or fintech environment. This role directly impacts customer satisfaction, retention, and the long-term success of AffiniPay's clients.

Requirements

• 8+ years of leadership experience in customer onboarding, professional services, or customer success, with at least 3 years at a senior leadership level (Senior Director or equivalent)
• Proven success operating in high-velocity, $100M+ ARR environments with complex product ecosystems
• Strong background in unifying multiple onboarding or implementation workflows into one scalable process
• Ability to manage competing priorities and cross-functional initiatives with clarity and urgency
• Exceptional leadership, coaching, and team development skills
• Demonstrated success in scaling onboarding functions and driving operational excellence
• Strong executive presence with the ability to influence cross-functional partners and C-level stakeholders
• Deep understanding of customer lifecycle management, onboarding methodologies, and change management principles
• Proficiency with Salesforce, project management tools, and customer engagement platforms
• Outstanding communication, presentation, and interpersonal skills
• Bachelor’s degree required; advanced degree preferred

Responsibilities

• Lead, mentor, and develop a high-performing Customer Onboarding team, fostering a culture of accountability, continuous improvement, and customer obsession
• Define and execute the vision, strategy, and operational framework for customer onboarding across all segments, ensuring scalability and alignment with business objectives
• Collaborate with senior leadership to contribute to strategic planning, including customer lifecycle optimization, revenue retention, and product adoption strategies
• Act as an executive-level advocate for the onboarding team and the customer journey, providing regular updates and insights to the C-Suite
• Oversee all aspects of the customer onboarding lifecycle, from contract signature to full adoption, ensuring a seamless and delightful experience
• Develop and optimize onboarding frameworks, playbooks, and KPIs to drive speed to value, customer satisfaction, and operational efficiency
• Partner closely with Product, Support, Sales, Business Operations, Engineering, and Marketing teams to ensure new customers are successfully implemented and set up for long-term success
• Establish robust processes to assess customer needs, tailor onboarding approaches, and deliver consultative engagements that drive rapid product adoption
• Implement data-driven approaches to measure onboarding success, including NPS, time to value, and onboarding completion rates
• Identify and implement tools, automation, and process enhancements to improve efficiency, scalability, and customer outcomes
• Manage capacity planning and resource allocation to support rapid growth while maintaining service excellence
• Collaborate with Product, Support, Sales, Business Operations, Engineering, and Marketing to ensure seamless handoffs, issue resolution, and product improvements based on onboarding feedback
• Work with Sales, Data Migrations, Underwriting, and Support teams to streamline workflows that impact customer onboarding
• Serve as a trusted advisor and executive sponsor to key customer accounts during their onboarding journey
• Collect, analyze, and act on customer feedback to refine onboarding strategies and continuously improve the customer experience
• Represent the onboarding function at customer conferences, industry events, and executive briefings

Preferred Qualifications

• Experience in SaaS, fintech, or payments industry strongly preferred
• Experience in managing an offshore team

Benefits

• All employees receive fully covered medical, dental and vision coverage - Choose from our 2 available health plans based on what fits you and/or your family!
• Have some fur babies? - We offer them insurance too!
• RELAX and enjoy your time away with our flexible paid time off policy!
• We will help you plan for your future - 401K, or RRSP if in Canada, with a company match
• Competitive compensation packages that include mid-year and end-of-year bonuses and equity options for all full-time employees
• Health Wellness Program that includes nutrition consultations, mental health apps, and access to discounted memberships
• Have plans to grow your family? - Parental resources, including 16 weeks of paid time off for primary caregivers
• Professional development opportunities including mentorships, leadership programs and our AffiniPayU courses
• We believe it is important to give back with our Matching Gift Program and organized activities focused on donations, volunteerism and supporting the local communities throughout the country
• D&I initiatives provide educational opportunities regarding multicultural issues, tolerance, and celebrating diversity among our entire staff
• An incredible, in-office experience at our headquarters in Austin and San Diego including free lunch delivery, a fully stocked kitchen, and some “sweet” surprises for those afternoon pick-me-ups