Head of Onboarding (Director or VP level, depending on experience)

Second Nature

16h • Remote

About The Position

The Head of Onboarding (software implementation) will lead and optimize the customer onboarding experience, ensuring new clients successfully adopt and derive value from our suite of products. This leader will build scalable onboarding programs, streamline processes, and enhance customer engagement, ultimately driving activations and creating raving fans. The incumbent will be hired as either the Director or VP of Onboarding, depending on skills and experiences. This role will report directly to the Chief Operating Officer.

Requirements

• Highly proficient in data manipulation and business intelligence.
• Proactively leverage AI and automation to streamline workflows, eliminate manual bottlenecks, and enhance the customer experience.
• Seek to understand the problem and build "the right way" rather than simply iterating on legacy systems.
• Maintain a "strong motor" and a desire to be hands-on when a project requires deep problem-solving.
• Proven experience in process mapping and optimization. You can take a fragmented workflow and transform it into a repeatable, world-class standard.
• Exceptional communication skills with the ability to align cross-functional executives (Product, Sales, Engineering) around implementation goals.
• 5–7 years of experience leading onboarding, process improvement, or customer success operations, with a proven track record of scaling departments.
• 3+ years of experience directly managing and developing high-performing teams, with an emphasis on mentorship and career pathing.
• Deep expertise in designing and deploying scalable implementation frameworks that reduce "time-to-value" for complex enterprise clients.

Responsibilities

• Develop and implement a best-in-class onboarding strategy that aligns with company objectives and customer success metrics.
• Identify and refine onboarding workflows to increase efficiency, reduce time-to-value, and improve customer experience.
• Work closely with Sales, Product, Customer Success, and Support teams to ensure seamless customer transitions and alignment on goals.
• Design scalable, yet tailored onboarding programs for different customer segments, ensuring proactive engagement and early adoption of key features.
• Leverage automation and technology to scale onboarding efforts while maintaining a personalized touch.
• Establish and monitor key performance indicators (KPIs) such as time-to-value, activation rates, and customer satisfaction.
• Recruit, mentor, and develop a high-performing onboarding team, fostering a culture of excellence and continuous improvement.
• Gather feedback from new customers to identify pain points and drive improvements in the onboarding experience.

Benefits

• Medical, Dental, Vision, Life Insurance, & 401K Plan
• Open PTO and sick days
• Training: A supportive team to help you grow your career and unlock your full potential

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed