Togetherwork

Senior Director of Onboarding and Professional Services

Togetherwork

full-time

Posted on:

Location Type: Hybrid

Location: Atlanta • 🇺🇸 United States

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Job Level

Senior

Tech Stack

Go

About the role

  • Own the onboarding operating model, including workflows, milestones, and handoff points.
  • Drive consistent execution of standardized onboarding paths while managing exceptions for complex or at-risk customers.
  • Forecast onboarding demand and manage capacity planning to support volume without degrading quality.
  • Identify onboarding risk signals and own escalation and recovery strategies.
  • Lead and develop onboarding managers, specialists, and consultants.
  • Partner cross-functionally with Sales, Product, Support, Customer Success, PMO, and Performance Insights.
  • Establish and manage onboarding KPIs such as Time-to-Go-Live, Cycle Time, CSAT, Escalation Rate, and Early Adoption indicators.
  • Use data and insights to drive continuous improvement across onboarding processes.

Requirements

  • 5+ years of experience in SaaS onboarding, implementations, or Professional Services leadership.
  • Demonstrated success leading high-volume, SMB-focused onboarding or implementation teams.
  • Strong operational mindset with experience designing scalable delivery systems.
  • Proven ability to manage competing priorities across scale, quality, and customer experience.
  • Experience partnering cross-functionally and influencing without authority.
  • Data-driven decision maker comfortable using KPIs to manage performance.
Benefits
  • Medical, dental, and vision insurance options
  • 100% Employer paid short/long term disability
  • Basic Life
  • 401(k) option with 100% company match up to 4%
  • Flexible paid personal/vacation time built on mutual trust and accountability
  • 10 sick days annually
  • 10 company paid holidays
  • 6 weeks paid parental leave
  • Pet Insurance
  • Medical Travel Benefits
  • Infertility Benefits
  • Teladoc
  • Employee Assistance Program
  • Wellness Benefits & Engagement Platform

Applicant Tracking System Keywords

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

Hard skills
onboarding operating modelcapacity planningKPI managementdata analysisprocess improvementworkflow designrisk managementcustomer experience managementimplementation leadershipSaaS
Soft skills
leadershipcross-functional collaborationinfluencing without authorityoperational mindsetprioritizationcommunicationproblem-solvingteam developmentcustomer focusdata-driven decision making