About the Role
This role is responsible for designing and managing the end-to-end onboarding journey for new product users. The individual will collaborate with product, customer success, and support teams to build scalable processes that improve activation, reduce time-to-value, and increase retention.
Responsibilities
- Lead the development and execution of onboarding strategies for new product users
- Design structured onboarding programs that guide users from sign-up to full product adoption
- Collaborate with product teams to identify key user milestones and success metrics
- Create and maintain onboarding content, including walkthroughs, tutorials, and checklists
- Analyze user behavior to refine onboarding flows and improve completion rates
- Partner with customer success to ensure smooth handoffs and consistent messaging
- Monitor onboarding performance using analytics and user feedback
- Identify friction points in the user journey and recommend product improvements
- Train internal teams on onboarding best practices and program updates
- Develop segmentation models to tailor onboarding experiences by user type
- Manage timelines and deliverables for onboarding initiatives
- Work with design to ensure intuitive user interface guidance during early product use
- Support the rollout of new features with targeted onboarding campaigns
- Gather insights from user interviews and support tickets to inform strategy
- Maintain documentation for onboarding processes and escalation paths
- Drive cross-functional alignment on user activation goals
- Evaluate third-party tools to enhance onboarding capabilities
- Ensure compliance with data privacy and security standards in onboarding workflows
- Optimize email sequences and in-app messaging for engagement
- Measure the impact of onboarding on customer retention and product usage
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexible scheduling
Team
Part of the product leadership team focused on user adoption and success
About the Team
This position operates within a dedicated product division focused on user activation and long-term engagement. The team emphasizes data-informed decisions, iterative testing, and collaboration across engineering, design, and customer-facing units to refine the user journey.
Growth and Development
Opportunities for professional advancement include leadership in product experience strategy, mentorship roles, and involvement in company-wide initiatives aimed at scaling customer success operations.
Available for qualified candidates
