Director, Customer OnboardingWhat You'll Do Here's how you'll help us bring our mission to life and show up as a Trusted Partner:
- Onboarding Strategy & Standardization:
Define and implement a unified onboarding framework across Chiropractic, Vision, Wellbeing, Patients, Dental, and Payments, establishing clear milestones, success criteria, and accountability.
- Customer Journey Ownership (0-90 Days):
Own the early customer lifecycle, ensuring onboarding drives time-to-value, product adoption, and retention within the first 90 days.
- Execution Across Verticals:
Ensure consistent execution of onboarding standards across verticals, holding teams accountable to defined processes, timelines, and outcomes while balancing necessary flexibility by brand.
- AI, Automation & Scaled Onboarding:
Redesign onboarding through AI, automation, and self-service models, leveraging tools like Userpilot and Salesforce to reduce manual effort, improve speed and consistency, and enhance the overall customer experience.
- Sales & Pre-Onboarding Alignment:
Partner with Sales to ensure accurate scoping, expectation setting, and data capture, reducing friction and rework during onboarding.
How Success is Measured Here's how we'll know you're making an impact and raising the bar:
- Time-to-Value (TTV): Measurable reduction in onboarding timelines across all verticals
- 90-Day Retention: Increased customer retention within the first 90 days post-go-live
- Product Adoption: Improved early-stage feature adoption and engagement rates
- Onboarding Completion Rate: 690% of customers completing onboarding within defined timelines
- Onboarding CSAT: 690-95% customer satisfaction during onboarding
- Sales-to-Onboarding Alignment: Reduction in onboarding delays and rework due to improved handoff quality
- Operational Efficiency: Reduction in manual onboarding effort through automation, AI, and scaled onboarding models
What You Bring Your unique talents are what make you shine. For this role, success looks like:
- 8-10+ years of experience in SaaS onboarding, implementation, or customer success, including 4+ years in leadership roles
- Proven ability to build and scale onboarding programs across multiple products, brands, or business lines
- Experience building onboarding programs, frameworks, or systems from the ground up or significantly transforming existing ones
- Experience working in multi-vertical or complex environments, balancing standardization with flexibility
- Strong understanding of onboarding and lifecycle metrics, including TTV, adoption, and early retention
- Hands-on experience with Userpilot (or similar), Salesforce, and AI tools to drive scalable onboarding
- Track record of driving process improvement and operational efficiency
- Experience partnering with Sales teams to improve scoping, expectation setting, and onboarding readiness
- Strong cross-functional leadership skills across Product, Engineering, and GTM teams
- Strategic thinker with a bias toward execution and measurable outcomes
- Passion for delivering a high-quality customer experience tied to business results
Ready to Join?If you're excited to bring your ideas, energy, and expertise to a team that's shaping the future of healthcare, we can't wait to hear from you. Apply today and let's make healthcare simpler, smarter, and Better.Together.
The Fine Print (That Really Matters) At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate's skills and experience. For this position, we reasonably expect to pay between $120,000 - $150,000. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.
This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.
