Director, Customer Success - Onboarding & Adoption ID-15964

May 26, 2025

We’re hiring a leader to build and scale two critical global functions: Customer Onboarding & Targeted Adoption.

This role is central to ensuring customers in our higher volume segments realize early value and long-term success through the right combination of human-led and digital onboarding engagements. Additionally, it ensures our more established customers are maximizing value from their investment, including complex use cases and product adoption scenarios.

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You’ll lead the development, launch, scale and across both teams – including hiring, operations, process and execution.

This role is highly cross functional requiring partnership and collaboration across Sales, Product, Marketing, Digital and more. You’ll report to the VP, Global Customer Success.

What You’ll Do:

Build and lead a global onboarding team focused on lower ARR cohorts, delivering high-volume, structured engagements to drive early value and successful go-lives
Stand up a targeted adoption team of experienced CSMs who operate across accounts within regions, diving into complex product adoption scenarios when deeper engagement is required
Define onboarding experiences by segment, including webinar and digital-led models, 1:1 onboarding sessions, and strong handoff and integration processes
Align onboarding and adoption engagements to customer objectives, plan types, and lifecycle stages
Partner with Sales, Product, Marketing, Digital and Analytics teams to position resources correctly and integrate with existing onboarding flows and content
Drive tooling and workflow decisions for team assignment, scheduling, and engagement tracking
Ensure both teams are measurable, scalable, and outcomes-driven, with clear KPIs tied to customer activation and adoption.

What You Bring:

12+ years of professional experience in a GTM and/or Success function
5+ years of people leadership experience, ideally including experience as a 2nd-line leader or leader of leaders (leading a global team ideal)
Proven success building and scaling Customer Success, Onboarding, or Implementation teams preferably in a SaaS environment
Strong data fluency and technical aptitude
Operational strength and comfort driving execution in fast-moving environments
Experience with tools like Zendesk, Salesforce, Gainsight, Gong, and other platforms
Strong collaboration and stakeholder management across GTM and Product orgs
Spanish fluency a plus, but not required
Willingness to travel quarterly to global sites

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