Scientifique des Données Sénior.e / Senior Data Scientist

Electronic Arts; Ontario; On-site; CAD 120,000 - 160,000; Full time

Job summary

A leading tech company in Canada is seeking a Senior Director of Onboarding and Support to design and implement a world-class onboarding program. This role involves leading a high-performing team to ensure exceptional customer experiences and successful adoption of their innovative business management software.

Benefits

Competitive compensation

Great Place to Work certified

Qualifications

• 6+ years in Onboarding or Customer Success roles in B2B SaaS.
• 3+ years in a leadership role managing managers.

Responsibilities

• Develop and implement structured onboarding methodology.
• Analyze onboarding metrics and optimize processes.
• Define and track KPIs for onboarding success.

Skills

Collaboration

Customer Success

Analytical Thinking

Leadership

Mentoring

Tools

Project Management Tools

Onboarding Tools

Job description

Senior Director of Onboarding and Support

We are partnering with an innovative, market-leading tech company revolutionizing the way SMBs maximize profitability with their cutting-edge business management software. As they continue to scale, we’re seeking a Senior Director of Onboarding and Support to design, implement, and scale a world-class onboarding program, leading a high-performing team to ensure seamless customer adoption and long-term success.

Responsibilities

• Reporting to COO.
• Foster a results-driven, customer-first mindset that emphasizes collaboration, accountability, and continuous improvement.
• Develop and implement a structured onboarding methodology, including prescriptive playbooks, training materials, and best practices tailored to different customer segments.
• Ensure each phase of the onboarding journey delivers an exceptional experience, setting customers up for long-term success with our platform.
• Analyze onboarding metrics, customer feedback, and operational insights to identify gaps, optimize processes, and drive efficiency.
• Define and track KPIs, including onboarding timelines, product adoption rates, and early-stage retention, ensuring alignment with broader business objectives.
• Work closely with GTM, Product, and Customer Success teams to ensure seamless handoffs, cohesive messaging, and a unified approach to customer engagement.
• Partner with internal teams to refine onboarding strategies based on customer insights and emerging trends, continuously enhancing the program’s effectiveness.

Requirements

• 6+ years in Onboarding, Implementation, Professional Services, or Customer Success roles within a B2B SaaS environment.
• 3+ years in a leadership role managing managers.
• Demonstrated success in designing, implementing, and scaling onboarding programs that accelerate adoption, reduce time-to-value, and improve retention.
• Ability to leverage analytics to optimize onboarding processes and drive informed decision-making.
• Strong collaboration skills, with experience working cross-functionally and influencing stakeholders at all levels.
• Proficiency with Customer Success, project management, and onboarding tools, ensuring operational excellence.
• A passion for mentoring and developing teams, fostering a culture of learning, innovation, and high performance.
• Exceptional strategic thinker with a hands-on approach to execution, capable of translating visionary concepts into actionable plans that deliver measurable results.
• Familiarity with SMB selling is advantageous.
• Located in Canada.

Great Place to Work certified. Company culture focused on doing work that matters and celebrating success. Competitive compensation. Be a part of a fast-growing company leading in their space.