Director, Customer Onboarding
About The Position
PracticeTek is seeking a Director, Customer Onboarding to revolutionize healthcare practices effortlessly. As one of the largest retail-healthcare tech providers in North America, PracticeTek offers a comprehensive suite of solutions for practitioners. The company is united by a mission to revolutionize retail healthcare practices and provides opportunities for growth across multiple brands. PracticeTek values consistency, staying ahead, market-in approach, effortless experiences, open ownership, and doing right in every decision. Employees get to shape the future of healthcare with technology, team up with passionate individuals, see their impact firsthand, and grow their careers in a supportive environment.
Requirements
- 8–10+ years of experience in SaaS onboarding, implementation, or customer success, including 4+ years in leadership roles
- Proven ability to build and scale onboarding programs across multiple products, brands, or business lines
- Experience building onboarding programs, frameworks, or systems from the ground up or significantly transforming existing ones
- Experience working in multi-vertical or complex environments, balancing standardization with flexibility
- Strong understanding of onboarding and lifecycle metrics, including TTV, adoption, and early retention
- Hands-on experience with Userpilot (or similar), Salesforce, and AI tools to drive scalable onboarding
- Track record of driving process improvement and operational efficiency
- Experience partnering with Sales teams to improve scoping, expectation setting, and onboarding readiness
- Strong cross-functional leadership skills across Product, Engineering, and GTM teams
- Strategic thinker with a bias toward execution and measurable outcomes
- Passion for delivering a high-quality customer experience tied to business results
Responsibilities
- Define and implement a unified onboarding framework across Chiropractic, Vision, Wellbeing, Patients, Dental, and Payments, establishing clear milestones, success criteria, and accountability.
- Own the early customer lifecycle, ensuring onboarding drives time-to-value, product adoption, and retention within the first 90 days.
- Ensure consistent execution of onboarding standards across verticals, holding teams accountable to defined processes, timelines, and outcomes while balancing necessary flexibility by brand.
- Redesign onboarding through AI, automation, and self-service models, leveraging tools like Userpilot and Salesforce to reduce manual effort, improve speed and consistency, and enhance the overall customer experience.
- Partner with Sales to ensure accurate scoping, expectation setting, and data capture, reducing friction and rework during onboarding.
Benefits
- Comprehensive health, dental, and vision coverage options
- Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
- Flexible paid time off, sick time, and 10 company-paid holidays
- 401(k) plan with company match
- Culture Committee driving initiatives that spark connection, fun, and belonging
- A workplace powered by innovation, collaboration, and energy every day
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
