Senior Director of Onboarding and Support

2 weeks ago

Ontario, Canada The Leadership Agency Full time

Senior Director of Onboarding and Support

We are partnering with an innovative, market-leading tech company revolutionizing the way SMBs maximize profitability with their cutting-edge business management software. As they continue to scale, we're seeking a Senior Director of Onboarding and Support to design, implement, and scale a world-class onboarding program, leading a high-performing team to ensure seamless customer adoption and long-term success.

  • Reporting to COO.
  • Foster a results-driven, customer-first mindset that emphasizes collaboration, accountability, and continuous improvement
  • Develop and implement a structured onboarding methodology, including prescriptive playbooks, training materials, and best practices tailored to different customer segments.
  • Ensure each phase of the onboarding journey delivers an exceptional experience, setting customers up for long-term success with our platform.
  • Analyze onboarding metrics, customer feedback, and operational insights to identify gaps, optimize processes, and drive efficiency.
  • Define and track KPIs, including onboarding timelines, product adoption rates, and early-stage retention, ensuring alignment with broader business objectives.
  • Work closely with GTM, Product, and Customer Success teams to ensure seamless handoffs, cohesive messaging, and a unified approach to customer engagement.
  • Partner with internal teams to refine onboarding strategies based on customer insights and emerging trends, continuously enhancing the program's effectiveness.

Requirements

  • 6+ years in Onboarding, Implementation, Professional Services, or Customer Success roles within a B2B SaaS environment
  • 3+ years in a leadership role managing managers.
  • Demonstrated success in designing, implementing, and scaling onboarding programs that accelerate adoption, reduce time-to-value, and improve retention.
  • Ability to leverage analytics to optimize onboarding processes and drive informed decision-making.
  • Strong collaboration skills, with experience working cross-functionally and influencing stakeholders at all levels.
  • Proficiency with Customer Success, project management, and onboarding tools, ensuring operational excellence.
  • A passion for mentoring and developing teams, fostering a culture of learning, innovation, and high performance.
  • Exceptional strategic thinker with a hands-on approach to execution, capable of translating visionary concepts into actionable plans that deliver measurable results.
  • Familiarity with SMB selling is advantageous.
  • Located in Canada.

Benefits

  • Great Place to Work certified.
  • Company culture focused on doing work that matters and celebrating success.
  • Competitive compensation.
  • Be a part of a fast-growing company leading in their space.
  • Remote working environment.

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