Senior Director, Customer Onboarding

Summary:

As the Sr. Director of Customer Onboarding, you will shape the future of Clio’s onboarding experience across our multi-product environment. You will own the entire onboarding journey, from the first customer interaction through to full adoption and integration of our product suite. You play a crucial role in driving time to value (TTV), accelerating product adoption, and ensuring an exceptional customer experience for both SMB and Mid-Market customers.

As an experienced leader, you will also play a pivotal part in data migration and use analytics / AI-driven tools to continuously optimize onboarding processes. You will work cross-functionally with teams such as Sales, R&D, RevOps, and Customer Success to drive measurable outcomes for our customers.

What you'll work on:

• Lead Multi-Product Onboarding: Develop and implement an onboarding strategy to facilitate multi-product adoption, ensuring customers can integrate Clio’s products to meet their business needs.

• Accelerate Time to Value (TTV): Focus on increasing value, promoting high product adoption, and helping customers achieve desired outcomes swiftly across Clio’s suite.

• Reporting & Insights: Set and track KPIs related to time to value, product adoption, and customer satisfaction, reporting these metrics to executive leadership. 

• Cross-Functional Partnership: Collaborate with Product, Engineering, Sales, and Customer Success teams to support the smooth integration of Clio’s solutions and optimize resources for customer outcomes.

• Global Team Leadership: Oversee a distributed team across Canada (HQ), the U.S. (Remote), and Ireland, ensuring regional alignment and collaboration for a consistent customer experience.

• Exceptional Customer Experience: Ensure each stage of the onboarding process provides a top-tier customer experience, establishing a strong foundation for long-term success.

• Data Migration Management: Lead data migration from CRM systems to Clio using ETL tools, ensuring accuracy and smooth data transfer.

• AI & Analytics-Driven Onboarding: Utilize AI and analytics to streamline onboarding processes, track customer health, and support early product adoption.

• Professional Services: Expand Clio’s Professional Services, providing paid options for implementation, custom configurations, and ongoing advisory services.

• Team Leadership & Development: Build, mentor, and lead a high-performing onboarding team with a customer-first focus on measurable outcomes.

Qualifications:

• 10+ years experience in customer onboarding, customer success, or related roles, with at least 4+ years in SaaS leadership (Manager of Managers), preferably leading teams of 50+ across multiple regions.

• Success in managing complex multi-product onboarding for SMB clients, emphasizing accelerated time to value, high product adoption, and an exceptional customer experience.

• Skilled in using onboarding and project management software (e.g., Churnzero, Smartsheets, Clarizen, Onramp) to manage complex projects and ensure successful onboarding outcomes.

• Experience designing and implementing effective onboarding strategies and processes that promote customer success and value realization.

• Expertise in leveraging AI, data analytics, and onboarding metrics to optimize workflows, track customer health, and report key metrics.

• Highly skilled in data migration using ETL tools, and knowledgeable in API integrations, custom configurations, and technical implementations.

• Proven experience in running and scaling a Professional Services organization, including developing and managing paid services (e.g., implementation and custom configurations) to drive additional customer value.

• Strong skills in inspiring, coaching, and developing high-performing, customer-focused teams with a hands-on, collaborative approach.

• Experience overseeing global teams in multiple locations, ensuring alignment and consistency in onboarding processes across key regions, including Canada (HQ), U.S. (Remote), and Ireland.

• Strong empathy for customers combined with a passion for growth, revenue, and understanding value drivers in recurring revenue models.

• Excellent presentation and communication skills, with the ability to influence senior stakeholders internally and externally.

• Analytical and process-oriented, with a demonstrated commitment to continuous learning, personal growth, and improvement.

Serious bonus points if you have:

• Experience with AI-driven insights and machine learning tools in the context of customer onboarding and retention.

• Multi-product SaaS experience including payments

• Familiarity with SaaS analytics platforms, customer success software, and product usage tracking tools.

• Experience leading onboarding in a fast-growing SaaS environment with rapidly evolving product offerings.

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
Some highlights of our Total Rewards program include: 

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance 

• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office minimum 2 days per week on our Anchor Days.

• Flexible time off policy, with an encouraged 20 days off per year.

• EAP benefits for you and household members, including counseling and online resources

• 401k matching and Child Education Savings

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

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The full salary range* for this role is $174,400 to $218,000 to $261,600 USD.Please note there are a separate set of salary bands for other regions based on local currency.

*We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility 

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers