Director of Customer Onboarding

DoorLoop is a high-growth real estate tech company with offices in the US (Miami) and Israel (Tel Aviv). Our product helps property managers and owners make more money, get organized, and grow with easy-to-use, secure, and reliable, all-in-one property management software.DoorLoop prides itself on being People First. We are a Certified Great Place to Work, recently ranked #13 in Forbes’ list of America’s Best Startup Employers, and are proud to have our team rate us a 4.9/5 on Glassdoor.

The Role

DoorLoop is seeking a Director of Customer Onboarding to lead the development and execution of an innovative implementation and onboarding strategy. This role is responsible for ensuring that customers achieve their “aha moments” quickly and realize immediate value from our platform. Focusing most of their efforts on the build and delivery of strategy by segment, the Director will also oversee a team of Customer Onboarding Managers, who will manage the Onboarding Specialists. The Onboarding Specialists will leverage a mix of 1:many approaches (e.g., product tours, webinars, training videos) and 1:1 approaches to ensure a seamless customer onboarding experience. Additionally, the Director will manage the Implementation Team, ensuring smooth and effective setup and configuration for all new customers.

Key Responsibilities

• Onboarding Strategy Development: Design and implement a scalable onboarding strategy that includes both 1:many and 1:1 customer engagement approaches, ensuring rapid time-to-value and strong product adoption.
• Team Leadership: Lead, mentor, and grow a team of Onboarding Managers and Implementation specialists, ensuring high performance and continuous improvement.
• Customer Value Realization: Focus on reducing time-to-value by ensuring customers hit key milestones (“aha moments”) early in their journey. Work with the Customer Operations team to implement processes driven by these milestones.
• Multi-Channel Training Approaches: Develop a range of onboarding tools including product tours, webinars, video tutorials, and written documentation to support customer onboarding at scale.
• Implementation Oversight: Manage the Implementation Team to ensure smooth technical setup and data migration, ensuring customer readiness from the start. Ensure that speed to activation is forefront of the work here.
• Cross-Functional Collaboration: Collaborate closely with Customer Success and Sales teams to align onboarding efforts with product releases and customer needs. Establish a robust feedback loop with all functions to ensure the necessary support for achieving desired outcomes.
• Product Collaboration: Collaborate extensively with our Product Management team to structure the DoorLoop platform to drive high engagement and initial product adoption.
• Performance Metrics: Track key performance indicators (KPIs) such as time-to-value, churn rates, engagement rates, “aha moments,” and NPS, continuously optimizing onboarding processes based on data-driven insights.
• Customer Feedback Loop: Collect feedback throughout the onboarding process and work with product and customer-facing teams to continuously improve the onboarding experience.
  
  

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field; Master’s degree is a plus.
• 7 years of experience in customer onboarding or customer success, with a minimum of 3 years in a leadership role.
• Proven track record of managing onboarding and implementation teams in a SaaS environment, with demonstrated success in achieving strong product adoption.
• Experience designing scalable onboarding processes that blend high-touch and automated approaches.
• Strong project management skills, with experience managing complex customer implementations and implementations at scale.
• Excellent communication and leadership skills, with the ability to influence cross-functional teams and effectively roll out changes.
• Data-driven mindset with experience using KPIs to continuously improve customer onboarding performance.
  
  

Benefits

• Unlimited paid time off with unlimited personal, vacation, and sick days.
• 401k with 4% matching. No time delays with instant vesting. Enroll and keep all money on day 1.
• 100% paid health insurance including medical, dental, and vision on Cigna's PPO Open Access Plus plan, and 25% covered for dependents.
• $100,000 life insurance policy to take care of your loved ones.‍
• Short-term and long-term disability insurance for unexpected events.
• ‍Company expense card and a monthly stipend for any business expenses (training courses, certifications, equipment, whatever you want!).
• World-class training program where you're paired with an onboarding buddy to ensure your success.
• Work on Lincoln Road (for those working in our Miami office), the most vibrant street worldwide with great restaurants, activities, and walking distance from the beach.
• No micromanagement - We believe responsible people thrive on freedom.
• Great equipment - Ergonomic chairs, stand-up desks, Mac or PC laptops, dual monitors, and more.
• No rules - No dress code, policies, or handbooks. Just do great work & have fun!
• Get paid bi weekly with Gusto payroll - Split paychecks between different bank accounts, save money automatically towards a travel or emergency fund. Get a high-interest savings account, free payroll advances, and more.
  
  

Additional Information

Please only apply if you're very serious. As an equal opportunity employer with a non-biased interview process, you will be asked to complete an application, followed by a 25 minute assessment to make sure you're an A Player who also takes this process seriously.

You will work directly with our co-founders and will receive training on all tasks.

This position is one with many responsibilities that will continually change as we continue to grow. The most important part is that you learn as much as you can from others around you, and help improve the company in any way possible.

Learn more about us from our careers page. We look forward to hearing from you soon!