Senior Director, Customer Onboarding

Hi, We’re AffiniPay! 

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! 

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. As a critical member of the leadership team, you will oversee the end-to-end onboarding journey for new customers, ensuring they transition seamlessly and rapidly realize value from our products and services. Your work will directly impact customer satisfaction, retention, and the long-term success of our clients.

The ideal candidate is a seasoned leader with a proven track record of managing and scaling onboarding teams, driving cross-functional collaboration, and delivering world-class customer experiences in a high growth, high-velocity SaaS and/or fintech environment.

What You'll Do

• 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.
• Key Performance Indicators (KPIs) & Success Metrics
  • Time to Value (TTV): Reduce the average time it takes new customers to realize value from the platform post-implementation.
  • Onboarding Completion Rate: Increase the percentage of customers successfully completing onboarding within target timelines.
  • Net Promoter Score (NPS): Elevate customer satisfaction scores during and immediately following onboarding.
  • Customer Retention & Expansion: Positively impact retention and upsell opportunities by creating a seamless and high-value onboarding experience.
  • Customer Health Scores: Drive improved customer health metrics through effective onboarding and early-stage engagement.
  • Operational Efficiency: Improve team productivity through process improvements, automation, and resource optimization.
  • Churn Reduction: Decrease early-stage first year customer churn through proactive onboarding, value creation, and customer education initiatives.
  • Cross-Functional SLAs: Meet or exceed internal service-level agreements with Sales, Data Migrations, and Underwriting to ensure seamless handoffs and collaboration.
  • Employee Engagement & Development: Achieve high team engagement scores and demonstrate success in developing future leaders within the onboarding organization.

About You

• 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.

Our Story

Founded in 2005, AffiniPay’s mission is to build technology products that helps professionals focus on the work they love. As the leader in the professional payments industry, AffiniPay’s products serve legal, accounting, architectural, engineering and construction firms. Our portfolio of software solutions include MyCase (Legal Practice Management Software), CASEpeer (Practice Management for Personal Injury Firms), and Docketwise (Immigration & Case Management Software). Our portfolio of payment solutions include LawPay (Legal), AffiniPay for Associations (Associations), CPACharge (Accounting Professionals), and ClientPay (Architect, Engineer, and Construction). AffiniPay’s products serve over one hundred thousand users, and we are noted as one of the fastest growing tech companies in Austin, Texas. We are constantly looking for talent to join our team to continue playing a key part in unlocking our potential. 

 

Diversity, Equity & Inclusion at AffiniPay

At AffiniPay, we recognize that innovation occurs with a strong team of people who are diverse in background, personality, talent and ideas. Experience comes in many forms and ensuring a diverse and inclusive workplace where we continue to learn from each other is an integral part of our culture. We are committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach. 

 

Benefits that Benefit You! 

As a people first culture, we believe it is important that our teammates are happy, healthy, and productive.  In order to best support that, AffiniPay provides award-winning benefits that can make a difference in your life - right now and for the future.

• All employees receive fully covered medical, dental and vision coverage - Choose from our 2 available health plans based on what fits you and/or your family!
• Have some fur babies? - We offer them insurance too!
• RELAX and enjoy your time away with our flexible paid time off policy! 
• We will help you plan for your future - 401K, or RRSP if in Canada, with a company match
• Competitive compensation packages that include mid-year and end-of-year bonuses and equity options for all full-time employees
• Health Wellness Program that includes nutrition consultations, mental health apps, and access to discounted memberships
• Have plans to grow your family? - Parental resources, including 16 weeks of paid time off for primary caregivers
• Professional development opportunities including mentorships, leadership programs and our AffiniPayU courses
• We believe it is important to give back with our Matching Gift Program and organized activities focused on donations, volunteerism and supporting the local communities throughout the country
• D&I initiatives provide educational opportunities regarding multicultural issues, tolerance, and celebrating diversity among our entire staff
• An incredible, in-office experience at our headquarters in Austin and San Diego including free lunch delivery, a fully stocked kitchen, and some “sweet” surprises for those afternoon pick-me-ups

 

 

Security Advisory

Our hiring teams at AffiniPay are dedicated to recruiting top talent that share our passion for serving the professional services industry through innovative financial technology.  As such, our Talent Acquisition Team only follows legitimate hiring practices.  We will always communicate with our candidates using emails with the AffiniPay domain and will never ask for sensitive/personal data during the application process.  All interviews take place over phone call, Zoom/Google Meet or in person.  All offers are communicated verbally by our Talent Acquisition Specialists with a written offer letter as a follow up.