Senior Director - Customer Onboarding

We are seeking a dynamic and strategic Senior Director of Customer Onboarding to lead and scale our onboarding function for our growing portfolio of practice management software and integrated payments solutions. As a critical member of the leadership team, you will oversee the end-to-end onboarding journey for new customers, ensuring they transition seamlessly and rapidly realize value from our products and services. Your work will directly impact customer satisfaction, retention, and the long-term success of our clients.

The ideal candidate is a seasoned leader with a proven track record of managing and scaling onboarding teams, driving cross-functional collaboration, and delivering world-class customer experiences in a high growth, high-velocity SaaS and/or fintech environment.

What You'll Do

• Leadership & Strategy

  • 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.

• Customer Onboarding Excellence

  • 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.

• Operational Excellence

  • 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.

• Cross-Functional Partnership

  • 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.

• Client Advocacy & Continuous Improvement

  • 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.

• Key Performance Indicators (KPIs) & Success Metrics

  • Time to Value (TTV): Reduce the average time it takes new customers to realize value from the platform post-implementation.

  • Onboarding Completion Rate: Increase the percentage of customers successfully completing onboarding within target timelines.

  • Net Promoter Score (NPS): Elevate customer satisfaction scores during and immediately following onboarding.

  • Customer Retention & Expansion: Positively impact retention and upsell opportunities by creating a seamless and high-value onboarding experience.

  • Customer Health Scores: Drive improved customer health metrics through effective onboarding and early-stage engagement.

  • Operational Efficiency: Improve team productivity through process improvements, automation, and resource optimization.

  • Churn Reduction: Decrease early-stage first year customer churn through proactive onboarding, value creation, and customer education initiatives.

  • Cross-Functional SLAs: Meet or exceed internal service-level agreements with Sales, Data Migrations, and Underwriting to ensure seamless handoffs and collaboration.

  • Employee Engagement & Development: Achieve high team engagement scores and demonstrate success in developing future leaders within the onboarding organization.

About You

• 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.

• Experience in SaaS, fintech, or payments industry strongly preferred.

• Exceptional leadership, coaching, and team development skills.

• Demonstrated success in scaling onboarding functions and driving operational excellence.

• Experience in managing an offshore team.

• 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.

• This role is preferred to sit in Austin, Texas.