Director, Customer Success Onboarding

at  BlackLine

Make Your Mark::
We are seeking a highly motivated and experienced SaaS Onboarding Leader to join our team. The ideal candidate will be responsible for developing and executing a comprehensive onboarding strategy that ensures new customers experience a seamless transition and achieve their initial goals with our products and services. This role requires a strategic thinker and experienced leader who can drive process improvements, foster strong customer relationships, and lead a high-performing onboarding team.
You’ll Get To::

• Leadership: Lead, mentor, and develop a team of onboarding specialist. Set clear performance goals, provide continuous feedback, and conduct performance reviews. Collaborate with senior leaders to establish KPI’s, SLAs, and success metrics for the onboarding function.
• Customer Onboarding Strategy: Develop and implement a strategic and comprehensive customer onboarding strategy that aligns with the customer and Blacklines goals and objectives.
• Team Development: Ensure all Onboarding Specialists are enabled and equipped with the necessary tools and knowledge to effectively impact their roles and responsibilities for our customers.
• Customer Experience: Lead and continuously optimize the entire onboarding process for new customers, ensuring they are set up for success from day one while reducing time to value. Lead process improvements to ensure scalability, accuracy and data integrity. Ensure customers and Blackline are aligned on product/product SOW expectations, milestones, and increase time to value.
• Onboarding Collaboration: Work closely with Sales, Customer Success, Product, Partners, and Professional Services teams to ensure a seamless handover from sales to onboarding and ongoing support. Champion and educate cross functional teams on best of breed standards when Onboarding our customers.
• Innovate and Grow Onboarding: Gather feedback from customers during the onboarding process and collaborate with the Sales, Customer Success, Professional Services, and Product team to continuously improve the onboarding experience and address any product gaps.
• Onboarding Documentation: Create and maintain comprehensive onboarding documentation, including guides, tutorials, and FAQs, to support customers and internal teams.
• Onboarding Metrics: Identify through collaboration with Product, Customer Success, Partners, Professional Services, and our customer what are the key indicators in what success looks like for our customers across all segments. Track and analyze onboarding metrics to identify trends, measure success, and report on the effectiveness of the onboarding process.

OKR’s:

• Employee Experience
• Every team member has developmental goals
• Continuously foster an inclusive environment which creates innovation, growth, and accountability.
• Onboarding Efficiency
• Onboarding Completion Rate
• Increase Time to Value
• Customer Satisfaction by delivering engaging customer experience
• Customer Satisfaction Score (CSAT)