VP, Onboarding and Digital Experience
December 4
Description
• The VP, Customer Onboarding & Digital Experience will be responsible for driving customer success by ensuring a seamless onboarding experience and fostering self-serve enablement capabilities throughout the customer lifecycle. • This leader will work cross-functionally with Customer Success, Product, Sales, and Marketing to develop strategies that enhance customer experience, enable efficient onboarding, and optimize the digital customer journey. • The focus will be on building and enhancing the capabilities of the onboarding process, self-service resources, and community platforms, while ensuring alignment with overall go-to-market (GTM) motions. • The VP will lead and optimize a team that ensures effective customer ticket management, performance monitoring, and driving engagement through digital-first hubs and communities. • The ideal candidate will have a passion for customer success and a track record of enhancing operational efficiency, all while contributing to the company's long-term growth strategy.
Requirements
• Proven leadership experience in Customer Success, Operations, or similar roles, with a focus on onboarding and enablement in SaaS or technology-driven environments. • Strong track record of improving customer onboarding processes and driving self-service enablement across various customer segments. • Experience working with cross-functional teams to drive alignment on customer-facing initiatives, especially in GTM strategy development and execution. • Deep understanding of customer support systems, including the optimization and management of platforms like Zendesk. • Demonstrated ability to lead and grow a team, with experience managing Sr. Directors, Directors, and Managers in a customer-facing environment. • Excellent communication, analytical, and leadership skills, with the ability to balance both strategic and operational priorities.
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