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- Tasks: Lead the onboarding journey for new customers, ensuring they quickly find value in our products.
- Company: Join Vonage, a global leader in cloud communications, transforming businesses worldwide.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and innovation.
- Why this job: Make a real impact by enhancing customer experiences and driving product adoption.
- Qualifications: Experience in customer onboarding or success roles, preferably in tech or SaaS.
- Other info: This is a 12-month fixed-term contract; immediate start preferred.
The predicted salary is between 48000 - 72000 £ per year.
Director Onboarding & Activation (12 month FTC)
Join to apply for the Director Onboarding & Activation (12 month FTC) role at Vonage
Director Onboarding & Activation (12 month FTC)
Join to apply for the Director Onboarding & Activation (12 month FTC) role at Vonage
Direct message the job poster from Vonage
Director of Talent Acquisition at Vonage I RL 100 Member
Join Vonage and help us innovate cloud communications for businesses worldwide!
Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs.
Why This Role Matters
The Director of Onboarding & Activation, is responsible for designing, implementing, and optimizing the end-to-end journey for new customers, ensuring they quickly achieve their \”aha!\” moment and become activated, engaged, and successful. This role involves a strategic blend of process design, content creation, team leadership, and data analysis to drive product adoption, reduce time-to-value, and prevent early-stage churn. The Director will work cross-functionally to refine the initial customer experience and scale best practices.
Please note this is a 12 month fixed term contract, with us looking for someone who ideally could join immediately.
Your responsibilities;
- Strategy & Program Design:
- Develop and continuously optimize the onboarding and activation strategy for various customer segments, aligned with overall business goals (e.g., retention, usage, upsell).
- Design and map out the ideal customer journey from initial sign-up/purchase through to full product adoption and first value realization.
- Identify key milestones, success metrics, and potential friction points within the onboarding process.
- Oversee the creation and implementation of scalable onboarding programs, including automated workflows, personalized communications (email, in-app messaging), educational content (tutorials, guides, webinars), and structured touchpoints.
- Recruit, train, mentor, and lead a team of Onboarding Specialists / Activation Managers
- Set performance goals, conduct regular performance reviews, and foster a culture of continuous improvement and customer-centricity within the team.
- Allocate resources effectively to manage onboarding caseloads and ensure efficient delivery.
- Partner closely with Sales to ensure a smooth and effective handoff from pre-sales to post-sales.
- Collaborate with Product and Engineering teams to influence product roadmap development based on onboarding insights, identify opportunities for in-product activation, and reduce technical barriers to adoption.
- Work with Marketing to align messaging, content, and campaigns that support activation and engagement efforts.
- Interface with Customer Success Managers (CSMs) to ensure a seamless transition from onboarding to ongoing relationship management and to share insights that inform long-term success plans.
- Define, track, and analyze key onboarding and activation metrics (e.g., time-to-revenue, activation rates, feature adoption, early churn rates, customer health scores).
- Utilize data to identify trends, diagnose issues, and pinpoint areas for improvement within the onboarding journey.
- Conduct A/B testing and experimentation on onboarding flows and content to continuously optimize performance.
- Report on the effectiveness of onboarding and activation initiatives to senior leadership and cross-functional teams, providing actionable insights and recommendations.
- Oversee the development and maintenance of high-quality, user-friendly onboarding content (knowledge base articles, video tutorials, in-app guides, welcome kits).
- Leverage and optimize onboarding and customer success platforms (e.g., Gainsight, Salesforce, HubSpot, Intercom, Gong) to automate, personalize, and scale activation efforts.
- Gather and synthesize customer feedback related to the onboarding experience through surveys, interviews, and direct interaction.
- Act as an advocate for the customer, ensuring their initial needs and challenges are understood and addressed across the organization.
What You Will Bring
- Strong background in Customer Onboarding, Customer Success, Product Management, or Growth Marketing roles
- Experience in a leadership or senior capacity, preferably within a SaaS or tech company.
- Proven experience designing, implementing, and optimizing customer or user onboarding and activation programs at scale.
- Strong understanding of customer lifecycle management and product-led growth principles.
- Highly analytical and data-driven, proficient in using analytics tools (e.g., Mixpanel, Amplitude, Google Analytics, BI tools) to derive insights and inform decisions.
- Experience with Customer Success Platforms (CSPs) and CRM systems.
- Excellent project management skills, with the ability to manage complex initiatives involving multiple stakeholders.
- Exceptional written and verbal communication skills, with the ability to clearly articulate complex concepts to diverse audiences.
- Strong interpersonal skills, with a proven ability to build relationships and influence cross-functional teams.
- Results-oriented, proactive, and adaptable to a fast-paced, evolving environment.
- Experience leading and mentoring a team is a plus, but not always a requirement depending on the specific organizational structure
- Bachelor\’s degree in Business, Marketing, Computer Science, or a related field; Master\’s degree preferred
There’s no perfect candidate. You don\’t need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you\’re passionate about what you could achieve at Vonage, we\’d love to hear from you.
To learn how we process your personal data during the recruitment process, please refer to our Privacy Notice .
Who We Are
Vonage is a global cloud communications leader. And your talent will further help brands – such as Airbnb, Viber, WhatsApp, and Snapchat – accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.
Seniority level
-
Seniority level
Director
Employment type
-
Employment type
Contract
Job function
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Job function
Human Resources
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Industries
IT Services and IT Consulting
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Director Onboarding & Activation (12 month FTC) employer: Vonage
Contact Detail:
Vonage Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director Onboarding & Activation (12 month FTC)
✨Tip Number 1
Familiarise yourself with the latest trends in customer onboarding and activation, especially within the SaaS industry. Understanding what successful companies are doing can give you insights into best practices that you can discuss during your interview.
✨Tip Number 2
Network with professionals in the field of customer success and onboarding. Attend relevant webinars or industry events to connect with others who may have insights about Vonage or similar companies, which could help you tailor your approach.
✨Tip Number 3
Prepare to discuss specific metrics and data analysis techniques you've used in previous roles. Being able to articulate how you've driven product adoption and reduced churn through data will demonstrate your analytical skills and fit for the role.
✨Tip Number 4
Research Vonage's current onboarding processes and customer feedback. This knowledge will allow you to suggest improvements or new ideas during your interview, showcasing your proactive approach and genuine interest in the company.
We think you need these skills to ace Director Onboarding & Activation (12 month FTC)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer onboarding, product management, or growth marketing. Use specific examples that demonstrate your ability to design and optimise onboarding strategies.
Craft a Compelling Cover Letter: In your cover letter, express your passion for cloud communications and how your skills align with the responsibilities of the Director Onboarding & Activation role. Mention your experience in leading teams and driving customer success.
Showcase Analytical Skills: Emphasise your analytical abilities by providing examples of how you've used data to improve onboarding processes in previous roles. Mention any tools you are proficient in, such as Google Analytics or Mixpanel.
Highlight Cross-Functional Collaboration: Discuss your experience working with different teams, such as Sales, Product, and Marketing. Provide examples of how you've successfully collaborated to enhance customer experiences and drive product adoption.
How to prepare for a job interview at Vonage
✨Understand the Customer Journey
Familiarise yourself with the entire customer onboarding process. Be prepared to discuss how you would design and optimise the journey from initial sign-up to full product adoption, highlighting any relevant experiences you've had in similar roles.
✨Showcase Your Analytical Skills
Since this role requires a strong analytical mindset, come ready to discuss specific metrics you've tracked in previous positions. Be prepared to explain how you've used data to drive decisions and improve onboarding processes.
✨Demonstrate Leadership Experience
If you have experience leading teams, be sure to share examples of how you've mentored or developed team members. Discuss your approach to fostering a culture of continuous improvement and customer-centricity within your team.
✨Prepare for Cross-Functional Collaboration
This role involves working closely with various departments. Think of examples where you've successfully collaborated with sales, marketing, or product teams to enhance customer experiences, and be ready to share these stories during your interview.
