Director, Customer Onboarding
About PracticeTek
We don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human.
What You’ll Do
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.
How Success Is Measured
Measurable reduction in onboarding timelines across all verticals
Increased customer retention within the first 90 days post-go-live
Improved early-stage feature adoption and engagement rates
≥90% of customers completing onboarding within defined timelines
≥90–95% customer satisfaction during onboarding
Reduction in onboarding delays and rework due to improved handoff quality
Reduction in manual onboarding effort through automation, AI, and scaled onboarding models
What You Bring
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
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
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