Senior Customer Onboarding Director, AffiniPay
Salary not provided
+ mid-year and end-of-year bonuses and equity options for all full-time employees
Salesforce
Expert level
Remote in US
Austin
Essential tools for professionals
Be an early applicant
Essential tools for professionals
501-1000 employees
FintechB2BInternal toolsPayments
Be an early applicant
Salary not provided
+ mid-year and end-of-year bonuses and equity options for all full-time employees
Salesforce
Expert level
Remote in US
Austin
501-1000 employees
FintechB2BInternal toolsPayments
Company mission
To empower people to pursue their passion.
Role
Who you are
- The ideal candidate is a seasoned leader with a proven track record of managing and scaling onboarding teams, driving cross-functional collaboration, and delivering world-class customer experiences in a high growth, high-velocity SaaS and/or fintech environment
- 8+ years of leadership experience in customer onboarding, professional services, or customer success, with at least 3 years at a senior leadership level (Senior Director or equivalent)
- Proven success operating in high-velocity, $100M+ ARR environments with complex product ecosystems
- Strong background in unifying multiple onboarding or implementation workflows into one scalable process
- Ability to manage competing priorities and cross-functional initiatives with clarity and urgency
- Experience in SaaS, fintech, or payments industry strongly preferred
- Exceptional leadership, coaching, and team development skills
- Demonstrated success in scaling onboarding functions and driving operational excellence
- Experience in managing an offshore team
- Strong executive presence with the ability to influence cross-functional partners and C-level stakeholders
- Deep understanding of customer lifecycle management, onboarding methodologies, and change management principles
- Proficiency with Salesforce, project management tools, and customer engagement platforms
- Outstanding communication, presentation, and interpersonal skills
- Bachelor’s degree required; advanced degree preferred
What the job involves
- We are seeking a dynamic and strategic Senior Director of Customer Onboarding to lead and scale our onboarding function for our growing portfolio of practice management software and integrated payments solutions.
- As a critical member of the leadership team, you will oversee the end-to-end onboarding journey for new customers, ensuring they transition seamlessly and rapidly realize value from our products and services.
- Your work will directly impact customer satisfaction, retention, and the long-term success of our clients.
- Lead, mentor, and develop a high-performing Customer Onboarding team, fostering a culture of accountability, continuous improvement, and customer obsession. Define and execute the vision, strategy, and operational framework for customer onboarding across all segments, ensuring scalability and alignment with business objectives
- Collaborate with senior leadership to contribute to strategic planning, including customer lifecycle optimization, revenue retention, and product adoption strategies
- Act as an executive-level advocate for the onboarding team and the customer journey, providing regular updates and insights to the C-Suite
- Oversee all aspects of the customer onboarding lifecycle, from contract signature to full adoption, ensuring a seamless and delightful experience
- Develop and optimize onboarding frameworks, playbooks, and KPIs to drive speed to value, customer satisfaction, and operational efficiency
- Partner closely with Product, Support, Sales, Business Operations, Engineering, and Marketing teams to ensure new customers are successfully implemented and set up for long-term success
- Establish robust processes to assess customer needs, tailor onboarding approaches, and deliver consultative engagements that drive rapid product adoption
- Implement data-driven approaches to measure onboarding success, including NPS, time to value, and onboarding completion rates
- Identify and implement tools, automation, and process enhancements to improve efficiency, scalability, and customer outcomes
- Manage capacity planning and resource allocation to support rapid growth while maintaining service excellence
- Collaborate with Product, Support, Sales, Business Operations, Engineering, and Marketing to ensure seamless handoffs, issue resolution, and product improvements based on onboarding feedback
- Work with Sales, Data Migrations, Underwriting, and Support teams to streamline workflows that impact customer onboarding
- Serve as a trusted advisor and executive sponsor to key customer accounts during their onboarding journey
- Collect, analyze, and act on customer feedback to refine onboarding strategies and continuously improve the customer experience
- Represent the onboarding function at customer conferences, industry events, and executive briefings
- KPI & Success Metrics:
- Time to Value (TTV): Reduce the average time it takes new customers to realize value from the platform post-implementation
- Onboarding Completion Rate: Increase the percentage of customers successfully completing onboarding within target timelines
- Net Promoter Score (NPS): Elevate customer satisfaction scores during and immediately following onboarding
- Customer Retention & Expansion: Positively impact retention and upsell opportunities by creating a seamless and high-value onboarding experience
- Customer Health Scores: Drive improved customer health metrics through effective onboarding and early-stage engagement
- Operational Efficiency: Improve team productivity through process improvements, automation, and resource optimization
- Churn Reduction: Decrease early-stage first year customer churn through proactive onboarding, value creation, and customer education initiatives
- Cross-Functional SLAs: Meet or exceed internal service-level agreements with Sales, Data Migrations, and Underwriting to ensure seamless handoffs and collaboration
- Employee Engagement & Development: Achieve high team engagement scores and demonstrate success in developing future leaders within the onboarding organization
Our take
Many professionals find their time taken up by administrative tasks and operational processes, leaving them fewer hours to focus on the work they love. AffiniPay supplies finance, payments and management software to make these processes swifter and easier, saving users precious time.
The company has a wide range of products including payments and reporting for accountants, legal case management software, and operations assistance for nonprofits. This broad scope allows AffiniPay to serve upwards of 150,000 professionals across legal, accounting, construction, design and association.
Recently, the company secured a significant investment from Genstar Capital that will fuel its next chapter of growth. This includes investing in innovation and the further extension of its suite of solutions.
Steph
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Robust 401(k) plan
- Bonus programs based on performance and tenure
- Fantastic amount of swag and food
- Happy hours, quarterly events, as well as virtual and in-person team building
- Continuing career development and education programs
- Award program with the chance to go on once-in-a-lifetime annual incentive trips
- Frequent company-wide volunteering events to give back to our communities
- Annual charity contribution matching program for the organization of your choice
- Opportunity to share in the success of the company through our employee option program
Company HQ
Davenport Ranch West, Austin, TX
Leadership
Dru Armstrong
(CEO, not founder)Advisor for Women@Austin and Board Member at YPO. Former CEO of Grace Hill, and co-founded and was CEO at Lily Pod.
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