Director, Customer Onboarding

PracticeTek

. Define and implement a unified onboarding framework across Chiropractic, Vision, Wellbeing, Patients, Dental, and Payments .

Posted 10/10/2026full-timeUnited StatesLead💰 $120,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in defining and implementing onboarding frameworks across multiple verticals, with a strong focus on customer journey optimization, product adoption, and operational efficiency. Proven ability to leverage tools like Userpilot and Salesforce to enhance onboarding processes and deliver measurable improvements in customer experience and retention.

Highest-signal resume keywords

SaaS Onboarding ExperienceLeadership in Onboarding ProgramsUserpilot ProficiencySalesforce ExpertiseProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Onboarding Framework DevelopmentLifecycle Metrics AnalysisCustomer Success StrategiesOperational Efficiency ImprovementData Capture Techniques

Soft Skills

Cross-Functional LeadershipStrategic ThinkingExecution FocusCustomer Experience Orientation

Tools & Technologies

UserpilotSalesforceAI Tools

Industry Keywords

Customer JourneyTime-to-ValueProduct AdoptionRetention MetricsMulti-Vertical Environments

About the role

Key responsibilities & impact

Define and implement a unified onboarding framework across Chiropractic, Vision, Wellbeing, Patients, Dental, and Payments
Establish clear onboarding milestones, success criteria, and accountability
Own the customer journey during the first 0–90 days
Drive time-to-value, product adoption, and early retention
Ensure consistent onboarding execution across verticals while balancing brand-specific flexibility
Redesign onboarding through AI, automation, and self-service models
Leverage Userpilot and Salesforce to reduce manual effort and improve speed, consistency, and customer experience
Partner with Sales on accurate scoping, expectation setting, and data capture
Reduce onboarding friction, delays, and rework through improved handoffs
Deliver measurable improvements in onboarding timelines, 90-day retention, product adoption, completion rates, CSAT, alignment, and operational efficiency

Requirements

What you’ll need

8–10+ years of experience in SaaS onboarding, implementation, or customer success
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 tools, 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 thinking with a bias toward execution and measurable outcomes
Passion for delivering a high-quality customer experience tied to business results

Benefits

Comp & perks

Comprehensive health, dental, and vision coverage options
Wellness benefits supporting lifestyle, behavioral health, and overall wellbeing
Flexible paid time off
Sick time
10 company-paid holidays
401(k) plan with company match
Culture Committee initiatives supporting connection, fun, and belonging
Hybrid work arrangement with three days per week in the office and the remainder working from wherever most productive
Additional compensation such as bonuses or equity, as applicable