Director, Digital Onboarding

We are seeking an experienced and strategic Director of Digital Onboarding to lead and scale our digital onboarding and adoption experiences for customers across Kaseyas product portfolio. This role will focus on building scalable data-driven onboarding programs that accelerate time-to-value improve product adoption and enhance the overall customer experience.

The ideal candidate brings deep experience in digital onboarding customer success and SaaS adoption along with strong leadership capabilities and a passion for designing intuitive customer-centric digital journeys.

This role will be based in Colombia and will partner closely with Customer Success Product Engineering and Go-To-Market teams.

Key Responsibilities

• Own and lead Kaseyas digital onboarding strategy ensuring a scalable consistent and high-quality experience across products and customer segments.
• Design implement and continuously optimize digital onboarding journeys that accelerate customer adoption and reduce time-to-value.
• Drive implementation and optimization of digital adoption platforms (e.g. WalkMe Whatfix Pendo) to support in-product guidance and user engagement.
• Partner cross-functionally with Customer Success Product Engineering and Operations to align onboarding workflows with customer lifecycle goals.
• Leverage customer data usage insights and feedback to continuously improve onboarding experiences and outcomes.
• Establish and track KPIs related to onboarding effectiveness adoption engagement and retention.
• Identify opportunities to automate and scale onboarding processes while maintaining a strong customer experience.
• Ensure consistency in onboarding messaging workflows and best practices across regions and teams.
• Act as a senior leader and thought partner in evolving Kaseyas broader customer experience and digital adoption strategy.

Required Qualifications

• 8 years of experience in Customer Success Digital Adoption or Onboarding roles with at least 3 years in a leadership capacity.
• Strong experience within SaaS or technology environments supporting customer onboarding and adoption at scale.
• Proven experience implementing and managing digital adoption platforms such as WalkMe Whatfix Pendo or similar tools.
• Solid understanding of SaaS onboarding best practices and customer lifecycle management.
• Experience working with CRM platforms such as Salesforce or HubSpot and integrating onboarding tools into broader customer workflows.
• Demonstrated ability to design and optimize digital workflows and user experiences.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication and stakeholder management skills with experience partnering cross-functionally.
• Ability to operate effectively in a fast-paced growing and evolving environment.

Leadership & Communication

• Strong written and verbal communication skills.
• Comfortable influencing across functions and working with senior stakeholders.
• Ability to balance strategic thinking with hands-on execution.

Education

• Bachelors degree required; advanced degree preferred.

Additional Information

• Experience working in global or distributed environments is a plus.
• Enterprise SaaS experience strongly preferred.
• Passion for improving customer experience through scalable digital-first solutions.