United States onlyWe’re looking for a Director of Onboarding to join and lead a talented team dedicated to ensuring our customers’ success in the initial phase of their journey with Vitally. As the Director of Onboarding, you will be responsible for helping our customers achieve value quickly and set the foundation for a lasting partnership.
Responsibilities
- Set the overall vision and strategy for how we onboard customers from New Deal close to Rollout with a focus on time to value, project management, and customer experience.
- Create escalation pathways internally and with customers to ensure projects stay on track - you don’t just follow the process, you advocate and drive a sense of urgency.
- Partner with CS, Sales leadership, and Product teams to create smooth transitions from prospect to long time customer and ensure consistent feedback loops.
- Develop onboarding solutions that accommodate the needs of diverse customer segments, from SMB to Enterprise. Balance scalability with personalized touch-points to ensure a consistent yet adaptable onboarding experience across customer profiles.
- Report up and out internally on progress toward key onboarding metrics. Leverage data from our team and our customers to drive improvement of the process.
- Lead, motivate, and develop a high-performing team focused on driving customer outcomes through onbaording
Requirements
- Demonstrated background in developing and deploying successful onboarding programs for robust, technical platforms
- Experience in project management: you have led onboarding projects from SMB to Enterprise. You have led teams that have led large, detailed projects with multiple stakeholders.
- Ability to guide technical and non-techincal stakeholders through complex implementations
- 3+ years experience leading an Onboarding team of 5+
- Track record of driving outcomes and fostering cross-functional partnerships
- Experience with custom scoping for Enterprise-level Onboarding projects
- Technical skill requirements: APIs, Integrations, SQL, and complex data structures
- BONUS:
- Experience building or working in a Professional Services motion
- You’ve worked with external Partners to enhance the Onboarding experience
- You’ve used a Customer Success Platform, particularly Vitally!
About Vitally:
Vitally is a Customer Success platform built for strategic and proactive CS teams looking to easily prevent churn and retain (and identify) their best customers. Some of the best CS teams at companies like Mixpanel, Segment, and Productboard trust Vitally to unify their customer data. We make it possible with our powerful analytics dashboards, intuitive automations, and project management tools that all together make their customer data collaborative, measurable, and actionable for all key stakeholders-- from CSMs to CEOs.
We’re a high-growth, VC-backed startup who, at the end of the day, are looking to onboard people who want to have a profound impact on both the business and their own career. How? Working together to build the future of Customer Success.
If you get excited about ownership, autonomy, impact, and quality output -- then we’re excited about you. We’re not here to hold your hand, but we’re here to build a great product together.
Benefits & Culture:
- Salary: We offer a competitive salary for your experience as well as location.
- The comp band for this role starts at $160,000 and increases depending on the skill and seniority of the candidate.
- Equity: We want every team member invested in the company’s success and are happy to be generous with equity.
- Benefits:
- 100% of health/dental/vision insurance premiums covered by us.
- 401k with a company match.
- Commuter benefits.
- Unlimited PTO with a minimum we require you to take off. Please relax and recharge!
- Flexible work hours and work-from-home policy.
- Yearly education stipend.
- Culture: We are committed to a productive and respectful work environment. Culturally, the team is extremely friendly, fun, hard-working, intelligent, and mature. That said, while we're young and scrappy as a team, we don't believe in building a startup cult. We like each other, we support each other, we're a focused team that busts our asses at work, and we enjoy hanging out from time to time-- but we enjoy having our own lives outside of Vitally.
