Head of Onboarding – Director/VP level

Second Nature

Head of Onboarding leading customer onboarding experience for a Resident Experience Platform startup. Driving adoption and improving processes for new clients to ensure successful implementation and satisfaction.

Posted 5/25/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Develop and implement a best-in-class onboarding strategy that aligns with company objectives and customer success metrics
Identify and refine onboarding workflows to increase efficiency, reduce time-to-value, and improve customer experience
Work closely with Sales, Product, Customer Success, and Support teams to ensure seamless customer transitions and alignment on goals
Design scalable, yet tailored onboarding programs for different customer segments, ensuring proactive engagement and early adoption of key features
Leverage automation and technology to scale onboarding efforts while maintaining a personalized touch
Establish and monitor key performance indicators (KPIs) such as time-to-value, activation rates, and customer satisfaction
Recruit, mentor, and develop a high-performing onboarding team, fostering a culture of excellence and continuous improvement
Gather feedback from new customers to identify pain points and drive improvements in the onboarding experience

Requirements

What you’ll need

5–7 years of experience leading onboarding, process improvement, or customer success operations, with a proven track record of scaling departments
3+ years of experience directly managing and developing high-performing teams, with an emphasis on mentorship and career pathing
Deep expertise in designing and deploying scalable implementation frameworks that reduce "time-to-value" for complex enterprise clients

Benefits

Comp & perks

Health First: Medical, Dental, Vision, Life Insurance, & 401K Plan
Flexibility: Open PTO and sick days
The Product: Beyond the awards and 5-star reviews, our clients and customers love what they can do with the world’s first Resident Experience Platform
Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect
Training: A supportive team to help you grow your career and unlock your full potential
Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

onboarding strategyonboarding workflowscustomer experiencekey performance indicatorsprocess improvementimplementation frameworksautomationcustomer success operationsscalable programsmentorship

Soft Skills

leadershipteam developmentcommunicationcollaborationproblem-solvingcustomer engagementcontinuous improvementfeedback gatheringadaptabilitystrategic thinking