Head of Customer Onboarding and Success

Archy Inc.

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• As the Head of Customer Onboarding and Success at Archy Inc., you will be the architect of the customer journey, responsible for designing and optimizing the end-to-end onboarding experience for dental practices adopting Archy’s practice management software. Your leadership will directly impact how quickly new customers realize value, reduce early-stage churn, and set the foundation for long-term success and advocacy. This role is pivotal in transforming Archy’s onboarding from a functional process into a strategic differentiator in the dental SaaS market.
• You will own and refine the "Day 1 to Day 60" customer journey, creating a standardized, world-class onboarding roadmap that ensures every dental practice is configured, trained, and live on Archy with minimal friction. This includes mapping touchpoints, defining success milestones, and aligning internal teams to deliver a consistent, high-quality experience that accelerates Time to Value (TTV) and builds confidence in the platform from day one.
• You will lead, coach, and develop a high-performing team of Onboarding Managers, providing ongoing feedback, performance management, and professional development opportunities to elevate individual and team effectiveness. Your leadership will focus on building capability, fostering accountability, and creating a culture of continuous improvement where team members are empowered to handle increasing volumes without sacrificing quality or customer satisfaction.
• You will drive the creation and maintenance of onboarding playbooks, standard operating procedures, and training materials that document best practices, common pitfalls, and risk mitigation strategies. These resources will ensure consistency across the team, reduce dependency on tribal knowledge, and enable scalable onboarding as Archy grows.
• You will build and implement automated risk detection systems using data and analytics to identify early warning signs of implementation challenges or customer dissatisfaction. By monitoring usage patterns, support tickets, and milestone completion rates, you will enable proactive interventions that prevent churn before it occurs and improve overall onboarding health.
• You will scale team efficiency by optimizing internal workflows, introducing automation where appropriate, and eliminating redundant steps in the onboarding process. Your goal is to increase the "capacity per head" — allowing each Onboarding Manager to successfully manage more accounts while maintaining or improving quality, speed, and customer outcomes.
• You will take ownership of onboarding-related churn metrics, analyzing root causes of early-stage attrition and partnering with Product, Sales, and Support teams to implement corrective actions. Your accountability will ensure that Archy delivers a flawless first impression, turning new customers into loyal advocates through a seamless and supportive onboarding experience.
• You will serve as a strategic bridge between Customer Onboarding, Sales, and Product teams, providing feedback on the sales-to-onboarding hand-off, advocating for product improvements that simplify implementation, and ensuring that customer insights from the front lines inform roadmap decisions and feature prioritization.

🎯 Requirements

• Proven leadership experience managing a team in a SaaS environment, with a demonstrated ability to elevate team performance, drive individual growth, and foster a high-accountability, high-support culture.
• Strong strategic and analytical mindset, with the ability to synthesize large volumes of data to identify trends, bottlenecks, and opportunities for process optimization, automation, and improved customer outcomes.
• Deep understanding of the SaaS customer lifecycle, particularly in onboarding, adoption, and retention; prior experience in the dental, healthcare, or health-tech industry is highly preferred.
• Exceptional process documentation skills, with the ability to create clear, scalable, and actionable playbooks, standard operating procedures, and training guides for both internal teams and external customers.
• Excellent communication and influencing abilities, enabling effective collaboration with stakeholders at all levels — from dental practice owners and office managers to internal executives and cross-functional partners.
• Hands-on, execution-focused leadership style, comfortable shifting between high-level strategy and detailed problem-solving to help Onboarding Managers resolve complex implementation hurdles in real time.

🏖️ Benefits

• Competitive salary and equity package, with eligibility for performance-based incentives or bonuses tied to individual and company goals.
• Comprehensive health, dental, and vision insurance plans to support your well-being and that of your dependents.
• Access to a 401(k) retirement savings plan, helping you build long-term financial security.
• Flexible vacation policy that encourages work-life balance and trust-based time off.
• Remote-friendly work culture, allowing you to contribute effectively from anywhere in the United States while staying connected to a collaborative, mission-driven team.

Skills & Technologies

Remote

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Archy Inc.

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About Archy Inc.

Archy is a collaborative workspace designed to streamline project management and team communication. It offers a centralized platform for organizing tasks, sharing files, and tracking progress on projects of all sizes. Key features include customizable dashboards, real-time updates, and integrated communication tools, allowing teams to stay aligned and productive. The platform aims to reduce information silos and improve workflow efficiency by providing a single source of truth for all project-related activities. Archy is suitable for various industries and team structures, focusing on enhancing transparency and accountability within project teams.

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