Remote Senior Director, Customer Onboarding Needed at AffiniPay

Job role: Senior Director, Customer Onboarding

Company name: AffiniPay

Location: Remote, USA

Salary: N/A

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About the Job: AffiniPay is a leading fintech company, based out of Austin, Texas. As the market leader in professional services payments and practice management software, AffiniPay’s tech products serve legal, accounting, architectural, engineering and construction firms. AffiniPay has been recognized as one of Inc. 5000’s fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well! 

About the Role
We are seeking a dynamic and strategic Senior Director of Customer Onboarding to lead and scale our onboarding function for our growing portfolio of practice management software and integrated payments solutions.

Your Responsibilities

• Leadership & Strategy
  • Lead, mentor, and develop a high-performing Customer Onboarding team, fostering a culture of accountability, continuous improvement, and customer obsession. Define and execute the vision, strategy, and operational framework for customer onboarding across all segments, ensuring scalability and alignment with business objectives.
  • Collaborate with senior leadership to contribute to strategic planning, including customer lifecycle optimization, revenue retention, and product adoption strategies.
  • Act as an executive-level advocate for the onboarding team and the customer journey, providing regular updates and insights to the C-Suite.
• Customer Onboarding Excellence
  • Oversee all aspects of the customer onboarding lifecycle, from contract signature to full adoption, ensuring a seamless and delightful experience.
  • Develop and optimize onboarding frameworks, playbooks, and KPIs to drive speed to value, customer satisfaction, and operational efficiency.
  • Partner closely with Product, Support, Sales, Business Operations, Engineering, and Marketing teams to ensure new customers are successfully implemented and set up for long-term success.
  • Establish robust processes to assess customer needs, tailor onboarding approaches, and deliver consultative engagements that drive rapid product adoption.
• Operational Excellence
  • Implement data-driven approaches to measure onboarding success, including NPS, time to value, and onboarding completion rates.
  • Identify and implement tools, automation, and process enhancements to improve efficiency, scalability, and customer outcomes.
  • Manage capacity planning and resource allocation to support rapid growth while maintaining service excellence.
• Cross-Functional Partnership
  • Collaborate with Product, Support, Sales, Business Operations, Engineering, and Marketing to ensure seamless handoffs, issue resolution, and product improvements based on onboarding feedback.
  • Work with Sales, Data Migrations, Underwriting, and Support teams to streamline workflows that impact customer onboarding.
• Client Advocacy & Continuous Improvement
  • Serve as a trusted advisor and executive sponsor to key customer accounts during their onboarding journey.
  • Collect, analyze, and act on customer feedback to refine onboarding strategies and continuously improve the customer experience.
  • Represent the onboarding function at customer conferences, industry events, and executive briefings.

Your Qualifications/Experience

• 8+ years of leadership experience in customer onboarding, professional services, or customer success, with at least 3 years at a senior leadership level (Senior Director or equivalent).
• Proven success operating in high-velocity, $100M+ ARR environments with complex product ecosystems.
• Strong background in unifying multiple onboarding or implementation workflows into one scalable process.
• Ability to manage competing priorities and cross-functional initiatives with clarity and urgency.
• Experience in SaaS, fintech, or payments industry strongly preferred.
• Exceptional leadership, coaching, and team development skills.
• Demonstrated success in scaling onboarding functions and driving operational excellence.
• Experience in managing an offshore team.
• Strong executive presence with the ability to influence cross-functional partners and C-level stakeholders.
• Deep understanding of customer lifecycle management, onboarding methodologies, and change management principles.
• Proficiency with Salesforce, project management tools, and customer engagement platforms.
• Outstanding communication, presentation, and interpersonal skills.
• Bachelor’s degree required; advanced degree preferred.
• This role is preferred to sit in Austin, Texas.

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