Experienced Full Stack Senior Director of Customer Onboarding & Implementation – Web & Cloud Application Development

At arenaflex, we're on a mission to enable a safer, more sustainable world. As a pioneer in data, analytics, and software solutions for workplace chemical safety, product stewardship, supply chain management, and sustainability, we've been helping over 5,000 customers across various sectors achieve safety, sustainability, and speed to market for over 35 years. With 15 locations across North America, Europe, and Asia, we're a global leader in our field. We're now seeking a strategic and people-centered leader to own and evolve our global customer onboarding and implementation function. This role is pivotal in shaping exceptional first impressions, accelerating time to value, enhancing long-term success, and building trust that fuels retention and revenue growth.

About the Role:

As the Senior Director of Customer Onboarding & Implementation, you'll lead a high-performing team and implementation partner network that champions seamless, scalable, and insight-driven onboarding experiences for enterprise clients around the world. You'll be responsible for setting the vision, strategy, and performance goals for global onboarding and implementation, building and mentoring a world-class team, fostering a culture of customer advocacy, accountability, and excellence, and developing a robust talent strategy that includes hiring, coaching, and continuous upskilling.

Key Responsibilities:

* Lead and Inspire: + Set the vision, strategy, and performance goals for global onboarding and implementation + Build and mentor a world-class team of onboarding managers, solution consultants, and partner leads + Foster a culture of customer advocacy, accountability, and excellence + Develop a robust talent strategy that includes hiring, coaching, and continuous upskilling

• Design and Scale:

+ Productize onboarding using standardized templates, automated tools, and repeatable methodologies + Continuously optimize processes to improve efficiency, flexibility, and enterprise-readiness + Balance global scalability with enterprise-level customization

• Drive Cross-Functional Impact:

+ Collaborate closely with Product, Sales, Customer Success, and Support to ensure a unified customer journey from pre-sales through renewal + Ensure onboarding aligns with product roadmaps and real-world implementation needs + Enable smooth handoffs and minimize go-live friction

• Own Change and Integration:

+ Spearhead ERP integrations (e.g., SAP) and drive interoperability across the arenaflex product ecosystem + Lead data migration strategies that ensure integrity, security, and compliance + Guide change management initiatives to support customer and internal adoption

• Empower the Implementation Partner Ecosystem:

+ Develop and manage a certified global implementation partner network + Implement training, enablement, and delivery frameworks to ensure high-quality execution + Monitor partner performance and uphold consistent excellence

• Incentivize Success:

+ Create compensation and incentive models tied to key success metrics, including customer satisfaction and Net Promoter Score (NPS), time-to-value and product adoption, renewal rates and revenue growth, and process scalability and operational efficiency + Partner with HR and Finance to continuously align rewards with strategic impact

• Execute with Precision:

+ Use formal project management tools and best practices to deliver on-time, in-budget, and in quality onboarding + Govern large-scale implementations with clear scopes, risk mitigation, and strong communication

What Makes You a Great Fit:

* 8+ years in SaaS onboarding, implementation, or professional services, including 4+ years in leadership

• Proven success leading teams that directly impact ACV, renewals, and customer outcomes
• Deep expertise in at least one of the following domains: Product Safety, Stewardship, Chemical Workplace Safety, Sustainable Supply Chain Management
• Experience with ERP integrations (e.g., SAP EHS) and managing complex data migration initiatives
• Strategic, analytical, and highly organized with PMP (or equivalent) preferred
• Comfortable in ambiguity; equally adept at vision-setting and hands-on delivery
• Background working across global teams and with enterprise clients
• Experience building and scaling global partner implementation ecosystems
• Ability to work in Eastern Standard Time (EST), ideally physically located on the East Coast

Who Thrives Here:

* You're someone who: + Aligns deeply with arenaflex's values: customer passion, accountability, transparency, transformation, and collaboration + Seeks to build, not just maintain—you're energized by creating repeatable, scalable systems + Balances bold ambition with thoughtful execution + Inspires trust and high performance in cross-functional and multicultural settings

Compensation and Benefits:

* The anticipated salary range for this position is $140,000-$175,000 per year

• The final offer will depend on several factors, including the successful candidate's skills, depth of work experience, location, and relevant licenses/qualifications
• In addition to the base salary, certain roles may qualify for a performance-based incentive and/or equity, with eligibility depending on the position
• Our US benefits include:

+ Health, dental, and vision insurance + Life insurance and disability coverage + Generous PTO accrual and paid parental leave + 401(k) plan with company matching + Employee assistance program + Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)

Disclosures:

* arenaflex is committed to a diverse and inclusive work environment

• arenaflex is an equal opportunity employer and does not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability, or any other legally protected status
• For applicants who would like to request accommodation, please send an email to [email protected]

If you're a strategic and people-centered leader who thrives in a fast-paced, global environment, we encourage you to apply to this exciting opportunity. Join us in shaping the future of customer onboarding and implementation at arenaflex. Apply for this job