Senior Director of Customer Onboarding, Clio

• 10+ years experience in customer onboarding, customer success, or related roles, with at least 4+ years in SaaS leadership (Manager of Managers), preferably leading teams of 50+ across multiple regions
• Success in managing complex multi-product onboarding for SMB clients, emphasizing accelerated time to value, high product adoption, and an exceptional customer experience
• Skilled in using onboarding and project management software (e.g., Churnzero, Smartsheets, Clarizen, Onramp) to manage complex projects and ensure successful onboarding outcomes
• Experience designing and implementing effective onboarding strategies and processes that promote customer success and value realization
• Expertise in leveraging AI, data analytics, and onboarding metrics to optimize workflows, track customer health, and report key metrics
• Highly skilled in data migration using ETL tools, and knowledgeable in API integrations, custom configurations, and technical implementations
• Proven experience in running and scaling a Professional Services organization, including developing and managing paid services (e.g., implementation and custom configurations) to drive additional customer value
• Strong skills in inspiring, coaching, and developing high-performing, customer-focused teams with a hands-on, collaborative approach
• Experience overseeing global teams in multiple locations, ensuring alignment and consistency in onboarding processes across key regions, including Canada (HQ), U.S. (Remote), and Ireland
• Strong empathy for customers combined with a passion for growth, revenue, and understanding value drivers in recurring revenue models
• Excellent presentation and communication skills, with the ability to influence senior stakeholders internally and externally
• Analytical and process-oriented, with a demonstrated commitment to continuous learning, personal growth, and improvement

Desirable

• As the Sr. Director of Customer Onboarding, you will shape the future of Clio’s onboarding experience across our multi-product environment. You will own the entire onboarding journey, from the first customer interaction through to full adoption and integration of our product suite
• You play a crucial role in driving time to value (TTV), accelerating product adoption, and ensuring an exceptional customer experience for both SMB and Mid-Market customers
• As an experienced leader, you will also play a pivotal part in data migration and use analytics / AI-driven tools to continuously optimize onboarding processes
• You will work cross-functionally with teams such as Sales, R&D, RevOps, and Customer Success to drive measurable outcomes for our customers
• Lead Multi-Product Onboarding: Develop and implement an onboarding strategy to facilitate multi-product adoption, ensuring customers can integrate Clio’s products to meet their business needs
• Accelerate Time to Value (TTV): Focus on increasing value, promoting high product adoption, and helping customers achieve desired outcomes swiftly across Clio’s suite
• Reporting & Insights: Set and track KPIs related to time to value, product adoption, and customer satisfaction, reporting these metrics to executive leadership
• Cross-Functional Partnership: Collaborate with Product, Engineering, Sales, and Customer Success teams to support the smooth integration of Clio’s solutions and optimize resources for customer outcomes
• Global Team Leadership: Oversee a distributed team across Canada (HQ), the U.S. (Remote), and Ireland, ensuring regional alignment and collaboration for a consistent customer experience
• Exceptional Customer Experience: Ensure each stage of the onboarding process provides a top-tier customer experience, establishing a strong foundation for long-term success
• Data Migration Management: Lead data migration from CRM systems to Clio using ETL tools, ensuring accuracy and smooth data transfer
• AI & Analytics-Driven Onboarding: Utilize AI and analytics to streamline onboarding processes, track customer health, and support early product adoption
• Professional Services: Expand Clio’s Professional Services, providing paid options for implementation, custom configurations, and ongoing advisory services
• Team Leadership & Development: Build, mentor, and lead a high-performing onboarding team with a customer-first focus on measurable outcomes