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Director of Onboarding

Remote:

Full Remote

Contract:

Full time

Experience:

Expert & Leadership (>10 years)

Work from:

Canada

Offer summary

Qualifications:

6+ years in onboarding or customer success roles, 3+ years in a leadership role managing managers, Experience in B2B SaaS environment, Proficiency with onboarding tools and analytics.

Key responsabilities:

Design and implement onboarding programs
Analyze metrics to optimize processes

The Leadership Agency https://www.leadershipagency.com/

11 - 50 Employees

See all jobs

Job description

This is a remote position.

Our client is a market-leading B2B SaaS company revolutionizing their industry with cutting-edge technology. As the #1 software in their space, they serve tens of thousands of businesses, driving efficiency and innovation. We are seeking a dynamic Director of Onboarding 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.