Director of Customer OnboardingLocation: Remote
Employment Type: Exempt, Full-Time, Benefit Eligible
Compensation Range: $130,000 - $150,000 annually
Travel: Moderate to extensive travel (approximately 35%+)
About the RoleWe are seeking an experienced Director of Customer Onboarding to lead the successful onboarding and implementation of approximately 10 customer programs on an ongoing basis. This is a hands-on, individual contributor leadership role focused on delivering exceptional customer experiences, accelerating time-to-onboard (TTO), and ensuring programs launch on or ahead of target start dates.
This role partners closely with cross-functional, matrixed teams to drive collaboration, proactively manage risk, and continuously improve onboarding processes. The ideal candidate brings strong customer-facing leadership, operational rigor, and a passion for building long-term client relationships.
Key Responsibilities- Lead day-to-day onboarding and implementation activities for assigned customer programs
- Serve as the primary customer point of contact throughout the onboarding lifecycle
- Clearly articulate and reinforce the organization's value proposition during implementation
- Collaborate with cross-functional partners to reduce Time to Onboard (TTO) and improve customer satisfaction
- Identify, manage, and escalate implementation risks and issues as needed
- Lead contract discussions and maintain strong customer relationships through clear communication
- Drive onboarding process improvements and adherence to best practices
- Provide weekly program status updates to senior leadership
- Ensure smooth transition of customers from onboarding to steady-state operations before and after Go-Live
- Track, evaluate, and report on key performance indicators (KPIs) related to onboarding efficiency and customer satisfaction
- Act as a trusted advisor for client concerns, feedback, and long-term partnership development
Required Qualifications- 3+ years of experience leading complex customer onboarding, implementation, or client delivery initiatives
- Proven success managing customer relationships in a fast-paced, matrixed environment
- Strong strategic thinking skills with the ability to operate independently
- Excellent communication, presentation, and negotiation skills
- Experience with process improvement, risk management, and operational execution
- Bachelor's degree in Business, Healthcare Administration, or a related field
Preferred Qualifications- Master's degree in a related discipline
- Experience in healthcare, medical services, or physician practice management
- Obstetrical or clinical operations experience
- Knowledge of healthcare regulations and medical terminology
- Advanced proficiency in Microsoft Word, Excel, and PowerPoint
What We Offer - The Good Stuff:- A mission based company with an amazing company culture
- Paid time off & holidays so you can spend time with the people you love
- Medical, dental, and vision insurance for you and your loved ones
- Health Savings Account (with employer contribution) or Flexible Spending Account options
- Employer Paid Basic Life and AD&D Insurance
- Employer Paid Short- and Long-Term Disability w Optional Short Term Disability Buy-up plan
- Paid Parental Leave
- 401(k) Savings Plan with match
- Legal Plan & Identity Theft Services
- Mental health support and resources
