Director of Onboarding, Dental Intelligence
Enterprise
Dental practice performance solutions
Job no longer available
Dental practice performance solutions
201-500 employees
Job no longer available
201-500 employees
Company mission
To help dental professionals everywhere Practice Smarter.
Role
Who you are
- Experience: 8+ years in Customer Success, Account Management, or related roles, with 3+ years in a leadership position managing Onboarding
- Industry Knowledge: Experience in SaaS, with preference for dental or healthcare industry experience
- Leadership Skills: Proven ability to build, develop, and manage high-performing teams
- Onboarding Focus: Strong track record of driving customer retention and mitigating churn in Enterprise and Mid-Market segments
- Strategic Thinking: Demonstrated experience in developing and executing customer onboarding strategies to enhance retention and growth
- Analytical Skills: Data-driven mindset with experience in performance reporting and using metrics to inform decisions
- Communication: Excellent interpersonal and communication skills, with the ability to influence and collaborate across functions and manage up
- Education: Bachelor’s degree required; MBA or equivalent advanced degree is a plus
What the job involves
- The Director of Onboarding will report to the Vice President of Customer Success – Enterprise and Partner and will be responsible for leading a team of 5 Onboarding Specialists focused on ensuring >95% of customers achieve >70% utilization and graduate from onboarding in <60 days
- This role is critical to accelerating customer time-to-value, ensuring fast and effective implementations, and driving high adoption across multi-location dental service organizations
- The Director will own onboarding strategy and oversee execution, risk mitigation, and process standardization, ensuring that customers hit key milestones and move seamlessly into post-onboarding success
- Lead, coach, and develop a team of 5 DSO Onboarding Managers responsible for DSO implementations
- Set clear expectations for Onboarding activities, including time to first value, time to graduate, % of customers achieving adoption, call cadences, etc
- Foster a culture of urgency, accountability, proactive customer engagement and centricity, and collaboration
- Have regular performance feedback sessions and create growth plans for the team members
- Design and continuously improve the DSO onboarding customer journey
- Ensure flexibility in the onboarding process to accommodate the unique needs of different DSOs, allowing for customization within a scalable, repeatable framework
- Standardize onboarding deliverables, training materials, and workflows to ensure consistency and scalability and yet, flexibility for customization
- Implement onboarding best practices and playbooks that drive adoption, strong customer engagement, and set customers up for long term success
- Define clear milestone and graduation criteria and ensure customers move efficiently through each stage of onboarding
- Optimize the onboarding process to shorten time-to-value and ensure customers quickly realize the benefits of the platform
- Analyze and continuously assess and improve onboarding workflows, leveraging automation and process improvements
- Identify early signs of risk in customer accounts and develop strategies to mitigate those risks through targeted DSO Onboarder activities
- Develop and refine customer success playbooks to standardize best practices for retention and risk mitigation
- Emphasize a proactive approach to customer feedback and risk analysis by encouraging regular check-ins with customers to identify potential issues early before they escalate
- Ensure a seamless transition from onboarding to post-onboarding Customer Success by aligning processes and handoffs with the Director of Customer Success Enterprise, Post-Onboarding
- Define clear ownership between Onboarding, Customer Success, and Support to ensure customers know who to go to for what
- Develop and maintain dashboards and reports to track the performance of the onboarding DSO team
- Design and implement action plans for addressing off-target metrics (such as underutilization or delayed onboarding). This includes developing proactive strategies for identifying root causes, mitigating risks, and ensuring the onboarding process stays on track
- Coordinate and manage internal stakeholders to solve systemic issues and create transformative enterprise onboarding strategies and plans
- Work closely with Sales, Product, Engineering, Marketing, Customer Support, and other internal teams to ensure a seamless customer experience
- Act as a voice of the customer within the organization, providing insights and feedback to inform product development and other strategic initiatives
Our take
As a recognized leading provider in the market, Dental Intelligence helps dentists create value within their practices by improving team performance and overall culture– thus ensuring patients have the best experiences possible. The business intelligence provided by the company helps guide practices toward their goals, increasing profitability and efficiency.
Initially founded as a practice management software company focused squarely on profitability, the company has expanded through partnerships and acquisitions to offer a full suite of innovative tools. This includes online scheduling through LocalMed and patient engagement from Modento. The company counts 9,000+ practices among its clients, improving experiences for over 11 million patients.
Dental Intelligence’s proven track record of innovation and strategic investment is a strong sign that the company is well set to continue growth and expansion. This is further exemplified by its 2025 milestone of surpassing $1 billion in processed payments, signifying a major achievement within the dental payments industry.
Steph
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (1 round)
Sep 2019
$34m
SERIES A
Total funding: $34m
Company benefits
- Flexible Work Models: In-office, work-from-home, or hybrid
- Flexible Time Off & PTO: 10 paid holidays, and corporate ski passes available to check out (ask us about this)
- We pay up to 100% of your medical insurance and can match a percentage of your HSA contribution. We also offer great dental, vision, and life insurance
- Paid Parental Leave
- 401k with a generous company match up to 5.5% + unlimited access to financial advisors
Company HQ
Pleasant Grove, UT
Leadership
Rob Bay
(President & Co-Founder)Co-Founder of Dental Intelligence and Partner at ProCore Certified Public Accounts. Former Owner of CSG and Senior Consultant at DirectPointe.
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