Director, Customer Onboarding

Extensive experience leading Customer Onboarding, Customer Success, or implementation teams in a B2B SaaS environment. Proven ability to develop and scale high-performing teams, including managers and ICs. Demonstrated success in improving onboarding outcomes and increasing customer retention. Strong operational background with experience in tools like Salesforce or similar platforms. Excellent communication and stakeholder management skills. Ability to influence peers and executives. Passion for customer outcomes, continuous improvement, and building world-class customer-facing teams.

Lead strategy, execution, and evolution of customer onboarding. Accountable for delivering a world-class onboarding experience. Oversee a team of onboarding specialists and managers. Improve onboarding outcomes including activation, net revenue retention, and customer engagement. Work cross-functionally with Product, Sales, Revenue Operations, Enablement, and Support. Lead, coach, and scale the Customer Onboarding team. Establish clear roles, development paths, and performance frameworks. Foster a culture of ownership, accountability, and continuous improvement. Partner with Enablement for training, learning, and QA initiatives. Promote cross-functional collaboration. Own the end-to-end onboarding journey. Evolve and scale onboarding processes across various delivery models. Leverage data and insights to optimize onboarding. Identify and implement best practices for adoption, engagement, and retention. Set and manage onboarding performance targets. Build dashboards and reporting frameworks. Identify opportunities to automate workflows and streamline interactions. Ensure systems are optimized for scale and insight.