30 Jan
The Leadership Agency
Old Toronto
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.
Benefits
- Great Place to Work certified.
- Company culture focused on doing work that matters and celebrating success.
- Competitive compensation
- Be a part of a fast-growing company leading in their space
- Remote working environment.
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.