Director, Customer Success & Onboarding

Director of Customer Success & Onboarding A rapidly growing venture-backed technology company transforming operations for thousands of SMB customers across North America is seeking an experienced Director of Customer Success & Onboarding. Reporting directly to the CEO, this leadership role is ideal for someone who thrives in fast-paced startup environments and enjoys combining strategic leadership with hands-on execution. This is a true player-coach opportunity where you'll lead a team of Customer Success Managers while personally owning key customer relationships, improving operational processes, and building AI-driven automations that help scale the business efficiently. Responsibilities Lead, coach and develop a team of Customer Success Managers and Onboarding Specialists. Own customer retention, expansion, adoption, activation and customer health metrics. Build scalable onboarding programs and customer success playbooks. Manage strategic customer relationships and executive escalations. Create customer health scoring frameworks from the ground up. Design dashboards, workflows and automations using AI and modern productivity tools. Improve onboarding timelines and customer experience through operational excellence. Partner closely with Sales, Product and Executive Leadership. Identify opportunities to improve efficiency without increasing headcount. Requirements 6+ years in Customer Success or Customer Onboarding & 4+ years in leadership. Experience managing Customer Success teams in high-growth, fast-paced environments. Strong commercial mindset with experience driving retention and expansion revenue. Hands-on experience building AI automations and workflow improvements. Strong SQL and data analysis skills. Experience creating dashboards, customer health scores and operational reporting. Comfortable managing strategic customer relationships. Startup mentality with a willingness to roll up your sleeves. Nice to Have Restaurant technology. Food-Tech or Delivery. Marketplace technology. SMB SaaS. Local commerce platforms. Salt is acting as an Employment Agency in relation to this vacancy. #J-18808-Ljbffr Salt Digital Recruitment