Relay

Director, Customer Onboarding

Relay

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • 🇨🇦 Canada

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Job Level

Lead

About the role

  • Own the multi-year vision and near-term strategy for Customer Onboarding.
  • Build a tiered and segmented onboarding motion across revenue bands and acquisition sources.
  • Define what great activation looks like for each segment and channel, aligning onboarding milestones to long-term usage, retention, and revenue outcomes.
  • Establish a clear framework for when human-led onboarding is the right investment versus scaled and product-led interventions.
  • Ensure the onboarding strategy supports both customer outcomes and efficient cost-to-serve.
  • Lead and develop a high-performing team of onboarding specialists.
  • Build a coaching culture with clear performance expectations, role clarity, and growth pathways.
  • Drive organizational design and capacity planning to ensure the team can scale with growth.
  • Partner with Talent and Enablement to refine hiring profiles, ramp plans, and ongoing training.
  • Own end-to-end onboarding workflows, playbooks, and documentation to improve speed, consistency, and scalability.
  • Establish a rigorous operating cadence that includes weekly performance reviews, cohort health reviews, QA, and quarterly planning.
  • Identify bottlenecks in the onboarding journey and drive improvements across people, process, and product.
  • Define and maintain service levels and internal handoff standards across Sales, Advisor Partnerships, Support, and Onboarding.
  • Partner with RevOps and Data to build dashboards and cohort views that track onboarding performance at 30, 60, and 90-day horizons.
  • Diagnose performance differences between human-touched and self-serve cohorts and translate insights into clear prioritization and investment cases.
  • Design and run experiments to measure incremental impact of onboarding plays and scaled programs.
  • Build and ship scalable onboarding experiences including webinars, guided setups, in-product journeys, and lifecycle campaigns.
  • Pilot and implement automation and AI-driven tools to extend high-quality onboarding into lower-touch segments.
  • Create trigger-based intervention programs for accounts at risk of stalling early in their journey.
  • Partner closely with Direct Sales, Advisor Partnerships, Product, Marketing, Support, and Growth to create clean handoffs and consistent customer journeys.
  • Build a referral-specific onboarding and activation path for partner-sourced SMBs that improves time to value and early revenue outcomes.
  • Represent onboarding strategy and results in leadership forums.
  • Provide structured feedback to Product on onboarding friction, activation blockers, and feature adoption gaps.

Requirements

  • 8+ years of experience in onboarding, implementation, customer success, lifecycle growth, or adjacent roles within SaaS or fintech.
  • Strong operational builder who can create repeatable systems, playbooks, and cadences that improve performance over time.
  • Highly data-driven, comfortable using cohort analysis, funnel metrics, and experimentation to inform decisions and prove impact.
  • Cross-functional leader with strong influence and a track record of shaping product and lifecycle priorities to remove onboarding friction.
  • Deep customer empathy paired with urgency and accountability.
  • Comfortable balancing strategic planning with hands-on execution in a fast-growing environment.
  • Experience in SMB fintech, banking, accounting software, or vertical SaaS is a bonus.
  • Experience designing multi-source onboarding motions that include referral-led acquisition is a bonus.
  • Experience building activation frameworks tied directly to revenue and retention is a bonus.
  • Experience partnering closely with Product teams to evolve in-product onboarding is a bonus.
Benefits
  • comprehensive health benefits from day one
  • flexible vacation and time off
  • parental leave with top-up
  • hybrid, dog-friendly workplace
  • strong investment in professional growth
  • modern equipment
  • company-wide events

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
onboardingimplementationcustomer successlifecycle growthcohort analysisfunnel metricsexperimentationactivation frameworksautomationAI-driven tools
Soft skills
operational builderdata-drivencross-functional leadercustomer empathyurgencyaccountabilitystrategic planninghands-on executioncoachingperformance management