Senior Director, Customer Onboarding and Migrations Expert

3 weeks ago

Calgary, Alberta, Canada CLIO Full time

Clios is seeking a seasoned Senior Director to lead our Customer Onboarding and Migrations team. As a key member of our leadership team, you will be responsible for shaping the future of our onboarding experience across our multi-product environment.

Key Responsibilities:

  • Develop and implement an onboarding strategy to facilitate multi-product adoption, ensuring customers can integrate Clios products to meet their business needs.
  • Focus on increasing value, promoting high product adoption, and helping customers achieve desired outcomes swiftly across Clios suite.
  • Set and track KPIs related to time to value, product adoption, and customer satisfaction, reporting these metrics to executive leadership.
  • Collaborate with Product, Engineering, Sales, and Customer Success teams to support the smooth integration of Clios solutions and optimize resources for customer outcomes.
  • Oversee a distributed team across Canada (HQ), the U.S. (Remote), and Ireland, ensuring regional alignment and collaboration for a consistent customer experience.
  • Ensure each stage of the onboarding process provides a top-tier customer experience, establishing a strong foundation for long-term success.
  • Lead data migration from CRM systems to Clio using ETL tools, ensuring accuracy and smooth data transfer.
  • Utilize AI and analytics to streamline onboarding processes, track customer health, and support early product adoption.
  • Expand Clios Professional Services, providing paid options for implementation, custom configurations, and ongoing advisory services.
  • Build, mentor, and lead a high-performing onboarding team with a customer-first focus on measurable outcomes.

Requirements:

  • 10+ years experience in customer onboarding, customer success, or related roles, with at least 4+ years in SaaS leadership (Manager of Managers), preferably leading teams of 50+ across multiple regions.
  • Success in managing complex multi-product onboarding for SMB clients, emphasizing accelerated time to value, high product adoption, and an exceptional customer experience.
  • Skilled in using onboarding and project management software (e.g., Churnzero, Smartsheets, Clarizen, Onramp) to manage complex projects and ensure successful onboarding outcomes.
  • Experience designing and implementing effective onboarding strategies and processes that promote customer success and value realization.
  • Expertise in leveraging AI, data analytics, and onboarding metrics to optimize workflows, track customer health, and report key metrics.
  • Highly skilled in data migration using ETL tools, and knowledgeable in API integrations, custom configurations, and technical implementations.
  • Proven experience in running and scaling a Professional Services organization, including developing and managing paid services (e.g., implementation and custom configurations) to drive additional customer value.
  • Strong skills in inspiring, coaching, and developing high-performing, customer-focused teams with a hands-on, collaborative approach.
  • Experience overseeing global teams in multiple locations, ensuring alignment and consistency in onboarding processes across key regions, including Canada (HQ), U.S. (Remote), and Ireland.
  • Strong empathy for customers combined with a passion for growth, revenue, and understanding value drivers in recurring revenue models.
  • Excellent presentation and communication skills, with the ability to influence senior stakeholders internally and externally.
  • Analytical and process-oriented, with a demonstrated commitment to continuous learning, personal growth, and improvement.

Preferred Qualifications:

  • Experience with AI-driven insights and machine learning tools in the context of customer onboarding and retention.
  • Multi-product SaaS experience including payments.
  • Familiarity with SaaS analytics platforms, customer success software, and product usage tracking tools.
  • Experience leading onboarding in a fast-growing SaaS environment with rapidly evolving product offerings.

About Clio:

Clios is a global leader in transforming the legal experience for all. We are a company that values fairness, equity, and customer satisfaction. Our Total Rewards Program includes competitive salary, top-tier health benefits, a hybrid work environment, flexible time off policy, EAP benefits, 401k matching, and Clioversary recognition program.

Compensation:

The full salary range for this role is $169,200 to $211,500 to $253,800 USD. In addition, this role is eligible for variable pay that is based on company performance, with actual payout amounts calculated and paid on a quarterly basis.

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