Head of Customer Onboarding and Success

Head of Customer Onboarding and Success Smile! Those teeth you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is terrible. Archy is revolutionizing the dental practice management space, giving dental providers cutting-edge software that allows them to do what they do best (be dentists!) while we handle the more technical sides of running their practice business. Job Description: Archy is seeking a strategic, data-driven Head of Customer Onboarding and Success to lead our Customer Experience team's implementation efforts. You won't just be managing a team; you will be the architect of the Archy onboarding journey. Your mission is to create and document the onboarding journey for every dental practice, ensuring they see the power of Archy as quickly as possible. You will design the onboarding roadmap, automate risk detection, and empower our Onboarding Managers to handle higher volumes with better results. Job Responsibilities: - Design the Onboarding Roadmap: Own and refine the "Day 1 to Day 60" customer journey, creating a standardized, world-class experience that ensures every practice is set up for long-term success. - Optimize Time to Value (TTV): Constantly analyze and improve the "speed to conversion," reducing the time between a customer signing a contract and successfully running their first "live" day on Archy. - Lead & Develop a High-Performing Team: Provide coaching, feedback, and performance management while supporting the ongoing growth and development of Onboarding Managers. - Drive Training & Best Practices: Establish onboarding playbooks, document protocols, and train the team to avoid common pitfalls and implementation risks. - Build Automated Risk Systems: Use data and analytics to create early-warning systems that alert the team when an account is at risk, allowing for proactive intervention before churn occurs. - Scale Team Efficiency: Improve internal processes and automations to increase the "capacity per head," allowing Onboarding Managers to manage more accounts effectively without sacrificing quality. - Reduce Onboarding Churn: Monitor and take accountability for churn metrics specifically related to the onboarding experience, ensuring Archy makes a flawless first impression. - Cross-Functional Strategy: Partner closely with Sales and Product teams to provide feedback on the "hand-off" process and advocate for product features that simplify the technical implementation. Job Requirements: - Proven Leadership Experience: Prior experience managing a team in a SaaS environment, with a track record of elevating team performance and individual growth. - Strategic & Analytical Mindset: Ability to look at a high volume of data to identify trends, bottlenecks, and opportunities for automation or process improvement. - SaaS & Industry Expertise: Deep understanding of the SaaS lifecycle; experience in the dental or healthcare industry is highly preferred. - Product-Adjacent Thinking: Familiarity with how product design influences user behavior, with the ability to translate customer friction into actionable product feedback. - Process Documentation: Exceptional ability to create clear, scalable documentation for both internal team training and external customer guidance. - Execution-Focused Partner: A "hands-on" leader who can pivot between high-level strategy and getting into the weeds with the team to solve a specific practice's hurdle. - Communication Excellence: The ability to influence stakeholders at all levels, from practice owners to internal executive leadership. What We Offer: - Competitive salary and equity (some roles may be eligible for performance-based incentives or bonuses) - Health, dental, and vision insurance - 401(k) plan - Flexible vacation policy - Remote-friendly culture