Sr. Director, CX Digital Engagement

About the Role

Impact you will make

• 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.

What you will do

• Customer Onboarding & Success
  
  
  
  • 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.
  
  
  
  
• Customer Education & LMS Ownership
  
  
  
  • 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.
  
  
  
  
• Digital Content & Knowledge Strategy
  
  
  
  • 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.
  
  
  
  
• Customer Communications & Lifecycle Messaging
  
  
  
  • 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.
  
  
  
  
• Digital Adoption & In-App Experience
  
  
  
  • 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.
  
  
  
  
• Data, Insights & Optimization
  
  
  
  • 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.
  
  
  
  
• Cross-Functional 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.
  
  
  
  

What you will bring

• 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.

About FinThrive

FinThrive is advancing the healthcare economy.

For the most recent information on FinThrive's vision for healthcare revenue management visit finthrive.com/why-finthrive.

Award-winning Culture of Customer-centricity and Reliability

At FinThrive we're proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at https://finthrive.com/careers#culture.

Our Perks and Benefits

FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits.

FinThrive's Core Values and Expectations

• Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive's core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seek out continuous feedback and learning opportunities
• Support FinThrive's Compliance Program by adhering to policies and procedures pertaining to HIPAA, FCRA, GLBA, and other laws applicable to FinThrive's business practices; this includes becoming familiar with FinThrive's Code of Ethics, attending training as required, notifying management or FinThrive's Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations

Physical Demands

The physical demands and work environment characteristics described here are representative of those that a colleague must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

FinThrive is an Equal Opportunity Employer and ensures its employment decisions comply with principles embodied in Title VII, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Assistance Act of 1974, Executive Order 11246, Revised Order Number 4, and applicable state regulations.

2024 FinThrive. All rights reserved. The FinThrive name, products, associated trademarks and logos are owned by FinThrive or related entities. RV092724TJO

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