Director of Customer Onboarding

Doorloop - Miami Beach, FL

Full-time - Senior

Miami Beach, FL

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The Director of Customer Onboarding at DoorLoop is responsible for leading the development and execution of an innovative onboarding strategy that ensures customers quickly realize the value of the platform. This role involves overseeing a team of Customer Onboarding Managers and Implementation Specialists, focusing on both scalable and personalized onboarding approaches to enhance customer experience and product adoption.

Responsibilities

• Design and implement a scalable onboarding strategy that includes both 1:many and 1:1 customer engagement approaches.
• Lead, mentor, and grow a team of Onboarding Managers and Implementation specialists.
• Focus on reducing time-to-value by ensuring customers hit key milestones early in their journey.
• Develop a range of onboarding tools including product tours, webinars, video tutorials, and written documentation.
• Manage the Implementation Team to ensure smooth technical setup and data migration for new customers.
• Collaborate closely with Customer Success and Sales teams to align onboarding efforts with product releases and customer needs.
• Collaborate extensively with the Product Management team to drive high engagement and initial product adoption.
• Track key performance indicators (KPIs) such as time-to-value, churn rates, engagement rates, and NPS to optimize onboarding processes.
• Collect feedback throughout the onboarding process to continuously improve the onboarding experience.

Requirements

• Bachelor's degree in Business, Marketing, or a related field; Master's degree is a plus.
• 7+ years of experience in customer onboarding or customer success, with a minimum of 3+ years in a leadership role.
• Proven track record of managing onboarding and implementation teams in a SaaS environment.
• Experience designing scalable onboarding processes that blend high-touch and automated approaches.
• Strong project management skills, with experience managing complex customer implementations.
• Excellent communication and leadership skills, with the ability to influence cross-functional teams.
• Data-driven mindset with experience using KPIs to improve customer onboarding performance.

Benefits

• Unlimited paid time off with unlimited personal, vacation, and sick days.
• 401k with 4% matching and instant vesting.
• 100% paid health insurance including medical, dental, and vision.
• $100,000 life insurance policy.
• Short-term and long-term disability insurance.
• Company expense card and a monthly stipend for business expenses.
• World-class training program with an onboarding buddy.
• Great equipment including ergonomic chairs and dual monitors.