Director, Customer Onboarding

AboutPracticeTek Stop scrolling-your dream job might just be here!At PracticeTek, wedon’tdoordinary,wedobold 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 thatactually changelives and reshape how healthcare works.That’sthe vibe here:high-energy, high-impact, and 100% human. Ready to jump in?Let’sgo! We’reon a mission torevolutionize healthcare practices effortlesslyand we live out our brand promise every day: being theTrusted Partnerin retail healthcare.PracticeTekisone of the largest retail-healthcare tech providers in North America,offeringeverythinga 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+ clinicsworldwide.Over the years,we’vebrought together the best-in-classplatforms that serve theChiropractic, Wellbeing, Vision and Dentalproviders and their patients;and we areunited by one mission,to revolutionize retail healthcarepractices effortlessly.Here,you’llhave the flexibility to contribute across multiple brands, each offering a unique path for growth. Whetheryou’rebuilding products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity. We believe in showing up with consistent care,staying alwaysahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. Thesearen’tjustwords;they’re how we live, work, and make an impact together. At PracticeTek, you’ll get to: Shape the future of healthcarewithtechnologysolutions that are always evolving to meet real-world needs. Team up with passionate, talented peoplewho care deeply about patients, providers, and making a difference. See your impact firsthandby helpingpracticesdeliver care that’s simpler, smarter, and better for everyone. Grow your career and your skillsin 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 paidtime 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 Ifyou’rebased in Las Vegas, NV; Green Bay, WI; or San Diego, CA,you’llenjoy a dynamic hybrid setup spending three days each week collaborating in the office and the rest working from whereveryou’remost 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 aunified onboarding frameworkacross Chiropractic, Vision, Wellbeing, Patients, Dental, and Payments,establishingclear 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 first90 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,leveragingtools likeUserpilotand Salesforce to reduce manual effort, improve speed and consistency, and enhance the overall customer experience. Sales & Pre-Onboarding Alignment: Partner with Sales to ensureaccuratescoping, expectation setting, and data capture, reducing friction and rework during onboarding. How Success is Measured Here’s howwe’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 whatmakeyou shine. For this role, success looks like: 8–10+ years of experience in SaaS onboarding, implementation, or customer success, including4+ years in leadership roles Proven ability tobuild and scale onboarding programsacross multiple products, brands, or business lines Experience building onboarding programs, frameworks, or systems from the ground up or significantly transforming existing ones Experience working inmulti-vertical or complex environments, balancing standardization with flexibility Strong understanding ofonboarding and lifecycle metrics, including TTV, adoption, and early retention Hands-on experience withUserpilot (or similar), Salesforce, and AI toolsto drive scalable onboarding Track record ofdriving process improvement and operational efficiency Experience partnering withSales teamsto improve scoping, expectation setting, and onboarding readiness Strong cross-functional leadership skills across Product, Engineering, and GTM teams Strategic thinker with abias toward execution and measurable outcomes Passion for delivering ahigh-quality customer experience tied to business results Ready to Join? Ifyou’reexcited to bring your ideas, energy, andexpertiseto a teamthat’sshaping the future of healthcare, wecan’twait to hear from you. Apply today andlet’smake healthcare simpler, smarter, andBetter.Together. The Fine Print (That Really Matters) At PracticeTek, wedeterminecompensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, wereasonably expectto pay between $120,000 - $150,000.This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with companymatch, and may be eligible foradditionalcompensation 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. #J-18808-Ljbffr PracticeTek