Director, Customer Success & Onboarding

Director of Customer Success & Onboarding

A rapidly growing venture-backed technology company transforming operations for thousands of SMB customers across North America is seeking an experienced Director of Customer Success & Onboarding. Reporting directly to the CEO, this leadership role is ideal for someone who thrives in fast-paced startup environments and enjoys combining strategic leadership with hands-on execution.

This is a true player-coach opportunity where you’ll lead a team of Customer Success Managers while personally owning key customer relationships, improving operational processes, and building AI-driven automations that help scale the business efficiently.

Responsibilities:

• Lead, coach and develop a team of Customer Success Managers and Onboarding Specialists.
• Own customer retention, expansion, adoption, activation and customer health metrics.
• Build scalable onboarding programs and customer success playbooks.
• Manage strategic customer relationships and executive escalations.
• Create customer health scoring frameworks from the ground up.
• Design dashboards, workflows and automations using AI and modern productivity tools.
• Improve onboarding timelines and customer experience through operational excellence.
• Partner closely with Sales, Product and Executive Leadership.
• Identify opportunities to improve efficiency without increasing headcount.

Requirements:

• 6+ years in Customer Success or Customer Onboarding & 4+ years in leadership.
• Experience managing Customer Success teams in high-growth, fast-paced environments.
• Strong commercial mindset with experience driving retention and expansion revenue.
• Hands-on experience building AI automations and workflow improvements.
• Strong SQL and data analysis skills.
• Experience creating dashboards, customer health scores and operational reporting.
• Comfortable managing strategic customer relationships.
• Startup mentality with a willingness to roll up your sleeves.

Nice to Have

• Restaurant technology.
• Food-Tech or Delivery.
• Marketplace technology.
• SMB SaaS.
• Local commerce platforms.

Salt is acting as an Employment Agency in relation to this vacancy.