Director of Customer Onboarding

Job Description

Job Description

Director Customer Onboarding

Canopy, South Jordan

About Us

Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry.

Our goal is to help our clients unlock the firm they've always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way.

Click here to see why our clients love Canopy.

Interested in learning more about Canopy & the industry? Check out our blog here where you can find great information on our product features, industry news, practice management, and more!

The Opportunity

As the Director of Customer Onboarding, you'll lead the Implementation, Professional Services and Data Migration teams, owning the full onboarding experience from signed contract to customer handoff. You'll be a hands-on leader—able to dive into the details while also developing strategy and processes that scale. You'll help customers realize value quickly while empowering your team to deliver high-impact, world-class onboarding.

What you'll do :

• Own the end-to-end onboarding strategy for new customers, ensuring successful implementation and data migration.
• Lead, coach, and develop a team of Implementation Specialists and Data Migration Specialists.
• Partner cross-functionally with Sales, Product, Engineering, and Customer Success to ensure seamless customer handoffs and outcomes.
• Build and iterate on onboarding frameworks, playbooks, and KPIs to improve time to value and customer satisfaction.
• Solve complex onboarding issues, support escalations, and proactively identify friction points in the customer journey.
• Track team performance and client onboarding success metrics to ensure high-quality delivery and continuous improvement.
• Act as a subject matter expert in B2B SaaS onboarding and implementation best practices.
• Contribute to technical onboarding when needed—configuring accounts, advising on integrations, and coordinating file migrations.
• Champion a customer-first culture across the organization.

The skills you'll need :

We know many women do not apply for a job if they don't perfectly fit the description. We want you to apply anyway.

Bonus Points If You Have :

Why You Want to Work Here :

🌴 Flexible Paid Time Off - that you're actually encouraged to use plus 10 company holidays!

❤️️‍🩹 Health Benefits - including Medical, Dental, and Vision and an HSA Match. Canopy covers Medical premiums at 100% for Employees only.

💰 401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.

🧠 Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP).

👶 Paid New Parent Leave & Birthing Parent Leave - so you're able to care for your little ones.

➕ Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.

🌟 Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!

🥳 Company Events - including monthly company-wide meetings, summer parties, and more.

💡 ERG Committees - drive initiatives around education, community outreach, recruiting, and onboarding, fostering an inclusive workplace and diverse employee engagement.

☕ Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We've got you covered.

Our Values :

We approach our work every day with a few things in mind :

🔑 Own - we own this place! We focus on outcomes, holding ourselves & each other accountable.

🏆 Win - we win by delighting our customers with the very best products and services.

👍 Do Good - we work hard to be good people!

💡 Embrace Curiosity & Candor - we approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.

To learn more about us & our values, click here.

Interviewing @ Canopy :

We know application processes can be a little stressful. Here are the stages of a typical interview process at Canopy :

Interview processes can vary depending on the role. The People Team will give you a role specific overview of the process during your first phone call.

Remember : This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviews—our hiring teams will always make sure to save time for questions at the end!

Canopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.