FinThrive · 15 hours ago
Sr. Director, CX Digital Engagement
United States
Full-time
Remote
Director/Executive
10+ years expFinThrive is advancing the healthcare economy. The Sr. Director of CX Digital Engagement will champion the customer onboarding journey, develop strategies for optimizing the sale-to-adoption process, and lead cross-functional teams to enhance the digital onboarding and engagement experience.
BillingConsultingHealth Care
Responsibilities
Champion the customer onboarding journey, ensuring every new customer achieves rapid, measurable success and value realization
Develop and execute strategies that optimize the sale-to-adoption process, minimizing friction and accelerating adoption of core product capabilities
Own the definition, tracking, and continuous improvement of key metrics: onboarding completion rates, adoption rates, time-to-first value, and customer value realization
Lead the sourcing, aggregation, and analysis of operational reporting for onboarding and adoption KPIs, driving data-driven decisions and continuous improvement
Build and communicate a compelling vision for customer success, aligning cross-functional teams to deliver a unified, high-impact digital onboarding and engagement experience
Lead the strategy and execution of customer onboarding programs, including digital onboarding flows, in-app guidance, and proactive onboarding communications
Partner with cross-functional teams to ensure seamless handoffs and clear accountability for customer outcomes from sale through adoption
Develop and implement frameworks for measuring onboarding effectiveness, adoption rates, and value realization, regularly reporting insights and recommendations to executive leadership
Oversee the Customer Academy, including curriculum development, role-based learning paths, certifications, and training content, with a focus on accelerating onboarding and driving adoption
Ensure educational resources are tightly aligned with onboarding milestones and product adoption goals
Own customer-facing content architecture, ensuring all resources (knowledge base, help docs, product guides, videos) support onboarding, drive adoption, and are easily discoverable
Implement unified content governance and versioning to maintain accuracy and relevance
Lead proactive and event-based communications (product releases, feature announcements, adoption campaigns, etc.) that support onboarding and ongoing engagement
Build templates, SLAs, and guidelines to ensure consistent, high-quality communications that drive customer action
Own the strategy and execution of in-app experiences (WalkMe, Gainsight PX, etc.) to deliver onboarding walkthroughs, nudges, and guidance that improve feature adoption and reduce time-to-value
Continuously optimize in-app flows based on data and customer feedback
Establish and manage measurement frameworks for onboarding, adoption, content performance, and customer outcomes
Translate analytics into actionable improvements across onboarding journeys, content, and in-app experiences
Regularly present performance insights and recommendations to executive leadership
Collaborate with cross-functional leaders to coordinate onboarding, content, messaging, and digital programs
Establish operating rhythms, intake processes, governance structures, and shared execution frameworks
Lead a high-performing team of content strategists, instructional designers, LMS admins, and digital adoption managers
Qualification
Required
Bachelor's degree in business management, Business Intelligence, or related field
10+ years in Customer Education, Customer Experience, Digital Engagement, Product Enablement, or similar SaaS roles
5+ years managing multi-disciplinary teams (content, education, digital platforms)
Proven success scaling digital customer programs at a mid-market SaaS or enterprise software company
Strong understanding of product education, onboarding, release communications, knowledge systems, and in-app adoption technologies
Demonstrated ability to create measurable improvements in onboarding, adoption, and customer satisfaction
Excellent communication, leadership, and cross-functional collaboration skills
Experience building dashboards, KPIs, and insights for executive audiences
Company
FinThrive
FinThrive is a revenue management company that provides medical billing and coding services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Brad Rennick
Chief Customer Officer
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