About the position
AffiniPay is a leading fintech company, based out of Austin, Texas. As the market leader in professional services payments and practice management software, AffiniPay’s tech products serve legal, accounting, architectural, engineering and construction firms. AffiniPay has been recognized as one of Inc. 5000’s fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well! 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.
Responsibilities
- 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.
Requirements
- 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.
Benefits
- Fully covered medical, dental and vision coverage.
- Pet insurance.
- Flexible paid time off policy.
- 401K with a company match.
- Competitive compensation packages including mid-year and end-of-year bonuses and equity options.
- Health Wellness Program including nutrition consultations and mental health apps.
- Parental resources including 16 weeks of paid time off for primary caregivers.
- Professional development opportunities including mentorships and leadership programs.
- Matching Gift Program and organized activities focused on donations and volunteerism.
- D&I initiatives providing educational opportunities regarding multicultural issues.
- Incredible in-office experience including free lunch delivery and a fully stocked kitchen.
