Director of Customer Onboarding - Jobs in Toronto, Ontario, Canada, M4C

Job Description

We are so excited to be partnered with Digitail to hire a Director of Customer Onboarding.Digitail is an all-in-one, cloud-based practice management software that allows you to run your entire veterinary practice with one single tool. They are replacing the need for multiple, disconnected tools. Digitail simplifies the entire patient journey, making it faster, easier, and more modern. By cutting down on time-consuming tasks like phone calls, paperwork, and follow-ups, they help you run a thriving practice with ease! Equipped with an AI-powered virtual assistant, Digitail automates routine administrative tasks, cuts down staff’s workload, and lets them focus on what they do best — providing exceptional care.Their philosophy A single source of truth, one seamless system.

• Founded in 2018 by Sebastian Gaboramp; Ruxandra Pui.
• Trusted by 1000+ practices, 4000+ veterinarians, 10+ universitiesamp; shelters in 40 countries.
• Their AI-powered veterinary assistant automates SOAP notes, patient summaries, treatment planning, patient intake, etc.
• They’ve raised over $15M by top VCs like Partech, Atomico, byFounders, Gradient, and The Nordic Web Ventures
• Featured In: TechCrunch, PR Newswire, TechRoundamp; others.
• Core Values: Customer Super Passion, Caring About Each Other, Ownership, Higher Purpose, Growth Mindset

We are seeking a strategic and experienced Director of Customer Onboarding to lead the customer onboarding process. This critical role will ensure that new veterinary practices adopt and successfully integrate Digitail’s platform, driving customer satisfaction and retention.

• Reporting to the CRO.
• Develop and execute a comprehensive onboarding strategy for veterinary practices, ensuring a seamless transition to Digitail’s platform.
• Lead and mentor a team of Onboarding Specialists, providing guidance and support to ensure high-quality service delivery.
• Collaborate closely with Sales, Customer Success, and Product teams to align onboarding processes with customer needs and product capabilities.
• Define and implement scalable onboarding processes and best practices to optimize efficiency and effectiveness.
• Monitor and analyze key metrics related to onboarding success, identifying opportunities for improvement and driving initiatives to enhance customer experience.
• Serve as a trusted advisor to veterinary practices during the onboarding phase, addressing questions, concerns, and custom requirements.
• Stay current with industry trends and competitor offerings to continuously improve Digitail’s onboarding approach.
• Ensure that every phase of the onboarding journey delivers an exceptional experience, setting customers up for long-term success.

Requirements

• Must be located in Toronto.
• Proven experience in a leadership role overseeing customer onboarding within a SaaS startup.
• Passion for mentoring and developing teams, fostering a customer-first culture.
• Strong understanding of customer success principles with a focus on delivering exceptional customer experiences.
• Strong analytical mindset with the ability to leverage data to optimize processes and enhance the customer experience.
• Proven success designing, scaling, and optimizing customer onboarding and support programs that accelerate adoption, reduce time-to-value, and improve retention.
• Excellent communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
• Strategic thinker with the ability to translate business goals into actionable onboarding strategies.
• Experience in team management and development, fostering a culture of accountability and continuous improvement.
• Analytical mindset with proficiency in leveraging data to drive decision-making and measure success.
• Passionate about animals and dedicated to providing top-notch service to pet owners and veterinary professionals.
• Bonus points for experience in veterinary clinics!

Benefits

• Mission-driven: What they’re building matters -it impacts the lives of real people and pets.
• Remote work: They offer a remote-first approach, but will be getting an office in Downtown Toronto for collaboration days
• Employee Share Options: Their employees share a key role in shaping the company’s future.
• Learning and personal growth: $1000 yearly budget for learning and growth opportunities.
• Competitive compensation: Designed to provide you with financial security.