Director, Customer Onboarding

PracticeTek; San Diego (CA); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

Paid time off

401(k) with company match

Bonuses or equity

Job summary

PracticeTek is seeking an experienced SaaS onboarding leader to design and scale onboarding programs across Chiropractic, Vision, Wellbeing, Patients, Dental, and Payments brands. You will own the customer journey from onboarding through early adoption, collaborating with Sales and Product teams to ensure value is delivered.

You will lead a cross-functional team, drive process improvement, and leverage AI and automation to create scalable onboarding that boosts time-to-value and retention across

Qualifications

• 8–10+ years in SaaS onboarding, implementation, or customer success.
• 4+ years in leadership roles.
• Experience building onboarding programs across multiple products or brands.
• Experience working in multi-vertical or complex environments.
• Strong understanding of onboarding metrics such as TTV, adoption, and early retention.

Responsibilities

• Onboarding Strategy & Standardization: Define and implement a unified onboarding framework across brands.
• Customer Journey Ownership (0–90 Days): Own early lifecycle to drive value, adoption and retention.
• Execution Across Verticals: Ensure consistent onboarding standards across verticals.
• AI, Automation & Scaled Onboarding: Redesign onboarding with AI, automation and self-service models.
• Sales & Pre-Onboarding Alignment: Partner with Sales to improve scoping and data capture.

Skills

SaaS onboarding

Leadership

Program development

Cross-functional collaboration

Process improvement

Onboarding metrics

Tools

Userpilot

Salesforce

AI tooling

Job description

AboutPracticeTek

Stop scrolling-your dream job might just be here!At PracticeTek, wedon’tdoordinary,wedobold ideas,big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way.Imagine building solutions thatactually changelives and reshape how healthcare works.That’sthe vibe here:high-energy, high-impact, and 100% human. Ready to jump in?Let’sgo!

We’reon a mission torevolutionize healthcare practices effortlesslyand we live out our brand promise every day: being theTrusted Partnerin retail healthcare.PracticeTekisone of the largest retail-healthcare tech providers in North America,offeringeverythinga practitioner would need,from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems,for a whopping 40,000+ clinicsworldwide.Over the years,we’vebrought together the best-in-classplatforms that serve theChiropractic, Wellbeing, Vision and Dentalproviders and their patients;and we areunited by one mission,to revolutionize retail healthcarepractices effortlessly.Here,you’llhave the flexibility to contribute across multiple brands, each offering a unique path for growth. Whetheryou’rebuilding products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.

We believe in showing up with consistent care,staying alwaysahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. Thesearen’tjustwords;they’re how we live, work, and make an impact together.

At PracticeTek, you’ll get to:

• Shape the future of healthcarewithtechnologysolutions that are always evolving to meet real-world needs.

• Team up with passionate, talented peoplewho care deeply about patients, providers, and making a difference.

• See your impact firsthandby helpingpracticesdeliver care that’s simpler, smarter, and better for everyone.

• Grow your career and your skillsin an environment that celebrates curiosity, collaboration, and continuous development.

Why You’ll Love It Here

As part of the TekTribe, you’ll enjoy:

• Comprehensive health, dental, and vision coverage options

• Wellness benefits that support lifestyle, behavioral health, and overall wellbeing

• Flexible paidtime off, sick time, and 10 company-paid holidays

• 401(k) plan with company match to help you build your future

• Culture Committee driving initiatives that spark connection, fun, and belonging

• A workplace powered by innovation, collaboration, and energy every day

Ifyou’rebased in Las Vegas, NV; Green Bay, WI; or San Diego, CA,you’llenjoy a dynamic hybrid setup spending three days each week collaborating in the office and the rest working from whereveryou’remost productive.

What You’ll Do

Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner:

• Onboarding Strategy & Standardization:
  Define and implement aunified onboarding frameworkacross Chiropractic, Vision, Wellbeing, Patients, Dental, and Payments,establishingclear milestones, success criteria, and accountability.

• Customer Journey Ownership (0–90 Days):
  Own the early customer lifecycle, ensuring onboarding drives time-to-value, product adoption, and retention within the first90 days.

• Execution Across Verticals:
  Ensure consistent execution of onboarding standards across verticals, holding teams accountable to defined processes, timelines, and outcomes while balancing necessary flexibility by brand.

• AI, Automation & Scaled Onboarding:
  Redesign onboarding through AI, automation, and self-service models,leveragingtools likeUserpilotand Salesforce to reduce manual effort, improve speed and consistency, and enhance the overall customer experience.

• Sales & Pre-Onboarding Alignment:
  Partner with Sales to ensureaccuratescoping, expectation setting, and data capture, reducing friction and rework during onboarding.

How Success is Measured

Here’s howwe’ll know you’re making an impact and raising the bar:

• Time-to-Value (TTV):Measurable reduction in onboarding timelines across all verticals

• 90-Day Retention:Increased customer retention within the first 90 days post-go-live

• Product Adoption:Improved early-stage feature adoption and engagement rates

• Onboarding Completion Rate:≥90% of customers completing onboarding within defined timelines

• Onboarding CSAT:≥90–95% customer satisfaction during onboarding

• Sales-to-Onboarding Alignment:Reduction in onboarding delays and rework due to improved handoff quality

• Operational Efficiency:Reduction in manual onboarding effort through automation, AI, and scaled onboarding models

What You Bring

Your unique talents are whatmakeyou shine. For this role, success looks like:

• 8–10+ years of experience in SaaS onboarding, implementation, or customer success, including4+ years in leadership roles

• Proven ability tobuild and scale onboarding programsacross multiple products, brands, or business lines

• Experience building onboarding programs, frameworks, or systems from the ground up or significantly transforming existing ones

• Experience working inmulti-vertical or complex environments, balancing standardization with flexibility

• Strong understanding ofonboarding and lifecycle metrics, including TTV, adoption, and early retention

• Hands-on experience withUserpilot (or similar), Salesforce, and AI toolsto drive scalable onboarding

• Track record ofdriving process improvement and operational efficiency

• Experience partnering withSales teamsto improve scoping, expectation setting, and onboarding readiness

• Strong cross-functional leadership skills across Product, Engineering, and GTM teams

• Strategic thinker with abias toward execution and measurable outcomes

• Passion for delivering ahigh-quality customer experience tied to business results

The Fine Print (That Really Matters)

At PracticeTek, wedeterminecompensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, wereasonably expectto pay between $120,000 - $150,000.This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with companymatch, and may be eligible foradditionalcompensation such as bonuses or equity, as applicable.

This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.