Director, Customer Onboarding & Go Live

Avalara•UNAVAILABLE, UNAVAILABLE

About The Position

The Director, Customer Onboarding & GoLive is responsible for scaling and optimizing a world-class onboarding experience that accelerates time-to-value and drives long-term customer success. This leader will define the vision, strategy, and execution framework for Avalara’s accelerator products and new product introduction teams, ensuring seamless transitions from sales to implementation and ongoing success. They will work closely with Product and Engineering leaders to influence the customer onboarding roadmap and optimize the project based onboarding experience. They will oversee process standardization, enablement, tooling, and performance metrics, while partnering cross-functionally with Sales, Product, Customer Success, Support, and Operations to deliver a consistent, high-quality customer journey. The role requires a data-driven approach to improving onboarding rates, reducing implementation cycle times, and increasing early-stage retention. The ideal candidate is an experienced people leader who can build and scale high-performing, customer-centric teams in complex, fast-paced environments. They will establish clear KPIs, drive operational rigor, and implement continuous improvement initiatives to enhance efficiency and customer outcomes. This individual must balance strategic vision with hands-on execution, influencing executive stakeholders while coaching frontline leaders. Strong change management, executive communication, and customer engagement skills are essential. As the Director, Customer Onboarding & GoLive you will play a critical role in shaping the company’s reputation during the most pivotal phase of the customer lifecycle. Come join this exciting team!

Requirements

Bachelor's Degree in applicable field such as Computer Science, Engineering, or Business.
10+ years of leadership experience, managing customer onboarding or implementation teams.
5+ years of broad-based tech industry experience, Saas experience preferred.
Proven experience leading a large Implementation function.
Experience evaluating and launching AI and automation tools to drive efficiency.
Excellent written and interpersonal communication and collaboration skills.
Experience using AI and AI-related technologies.
Apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.
Stay curious about new trends and best practices, and by sharing what you learn so others can benefit too.

Nice To Haves

Capability evaluating and leveraging AI tools for team use and efficiency.
Proven ability to lead and manage at senior levels.
Experience leading Implementations teams in a customer-facing environment.
Strong problem-solving skills: ability to diagnose process and technology improvement opportunities and clearly articulate potential.
Background in process improvement, including Lean Six Sigma.
Strong attention to detail, passion for strategic thinking and problem solving, and ability to deliver rich, business insights to drive business decisions.

Responsibilities

Raise the talent and performance bar across the Onboarding and GoLive organization.
Build a strong workplace culture and highly engaged teams, hiring and developing high-performing people leaders who consistently deliver measurable results.
Deliver solutions to complex operational challenges, while building scalable operating models that improve speed, quality, and customer outcomes.
Employ start-up principles to a growth focused business, contributing to developing business infrastructure and aggressively scaling in a high growth environment.
Identify and drive thoughtful adoption of AI and automation across onboarding operations, improving how teams deliver on customer experience, accelerating time-to-value, and scaling execution with greater efficiency and consistency.
Use AI to reduce implementation cycle time, improve time-to-value, and increase early-stage retention.
Drive responsible governance, data quality, and thoughtful adoption of AI across teams.
Establish measurable improvements in speed, scale, and customer outcomes through AI-enabled processes.