Director, Customer Onboarding

Job Description

Job Description

About PracticeTek 

Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go! 

We’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity. 

We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together. 

At PracticeTek, you’ll get to: 

• Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs. 

• Team up with passionate, talented people who care deeply about patients, providers, and making a difference. 

• See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone. 

• Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development. 

Why You’ll Love It Here 

As part of the TekTribe, you’ll enjoy: 

• Comprehensive health, dental, and vision coverage options 

• Wellness benefits that support lifestyle, behavioral health, and overall wellbeing 

• Flexible paid time off, sick time, and 10 company-paid holidays 

• 401(k) plan with company match to help you build your future 

• Culture Committee driving initiatives that spark connection, fun, and belonging 

• A workplace powered by innovation, collaboration, and energy every day 

 

If you’re based in Las Vegas, NV; Green Bay, WI; or San Diego, CA, you’ll enjoy a dynamic hybrid setup spending three days each week collaborating in the office and the rest working from wherever you’re most productive. 

 

What You’ll Do 

Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner: 

• Onboarding Strategy & Standardization: 
  Define and implement a unified onboarding framework across Chiropractic, Vision, Wellbeing, Patients, Dental, and Payments, establishing clear milestones, success criteria, and accountability. 

• Customer Journey Ownership (0–90 Days): 
  Own the early customer lifecycle, ensuring onboarding drives time-to-value, product adoption, and retention within the first 90 days. 

• Execution Across Verticals: 
  Ensure consistent execution of onboarding standards across verticals, holding teams accountable to defined processes, timelines, and outcomes while balancing necessary flexibility by brand. 

• AI, Automation & Scaled Onboarding: 
  Redesign onboarding through AI, automation, and self-service models, leveraging tools like Userpilot and Salesforce to reduce manual effort, improve speed and consistency, and enhance the overall customer experience. 

• Sales & Pre-Onboarding Alignment: 
  Partner with Sales to ensure accurate scoping, expectation setting, and data capture, reducing friction and rework during onboarding. 

 

How Success is Measured 

Here’s how we’ll know you’re making an impact and raising the bar: 

• Time-to-Value (TTV): Measurable reduction in onboarding timelines across all verticals

• 90-Day Retention: Increased customer retention within the first 90 days post-go-live

• Product Adoption: Improved early-stage feature adoption and engagement rates

• Onboarding Completion Rate: ≥90% of customers completing onboarding within defined timelines

• Onboarding CSAT: ≥90–95% customer satisfaction during onboarding

• Sales-to-Onboarding Alignment: Reduction in onboarding delays and rework due to improved handoff quality

• Operational Efficiency: Reduction in manual onboarding effort through automation, AI, and scaled onboarding models 

 

What You Bring

Your unique talents are what make you shine. For this role, success looks like: 

• 8–10+ years of experience in SaaS onboarding, implementation, or customer success, including 4+ years in leadership roles

• Proven ability to build and scale onboarding programs across multiple products, brands, or business lines

• Experience building onboarding programs, frameworks, or systems from the ground up or significantly transforming existing ones

• Experience working in multi-vertical or complex environments, balancing standardization with flexibility

• Strong understanding of onboarding and lifecycle metrics, including TTV, adoption, and early retention

• Hands-on experience with Userpilot (or similar), Salesforce, and AI tools to drive scalable onboarding

• Track record of driving process improvement and operational efficiency

• Experience partnering with Sales teams to improve scoping, expectation setting, and onboarding readiness

• Strong cross-functional leadership skills across Product, Engineering, and GTM teams

• Strategic thinker with a bias toward execution and measurable outcomes

• Passion for delivering a high-quality customer experience tied to business results 

 

Ready to Join?

If you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and Better.Together. 

The Fine Print (That Really Matters) 

At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay between $120,000 - $150,000. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable. 

This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.