🛠 Tech Stack

💼 About This Role

You'll lead our SME Onboarding Team, defining a structured onboarding experience that drives product adoption and early value realization. You'll coach a team of five Onboarding Specialists and partner cross-functionally to embed best practices. This role offers an exciting opportunity to significantly shape customer experience at scale.

🎯 What You'll Do

• Coach and develop a team of five Onboarding Specialists.
• Drive KPIs including Time to Value and Onboarding Score.
• Define and continuously improve customer onboarding experience.
• Partner with Product, Support, Marketing, and GTM Enablement teams.
• Oversee daily operational workflows like queue and provisioning.

📋 Requirements

• 5+ years in Customer Success, Technical Services, or Onboarding in SaaS/B2B.
• Team performance management experience including coaching and driving KPIs.
• Complex operational workflow management (provisioning, HIPAA/SMS checks).
• Cross-functional partnership with Product, Support, or GTM teams.
• Proficiency with Customer Success platforms like Gainsight or Salesforce.

✨ Nice to Have

• Managerial experience.

🎁 Benefits & Perks

• 🏖️ Flexible hybrid environment with thoughtfully designed offices.
• 🏥 Medical, dental, vision, life, and disability insurance.
• 💰 401(k) retirement plan and flexible spending health savings account.
• 🌴 Paid holidays and paid time off.
• 🎓 CHOICE Fund to help employees thrive in work and life.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min