We are looking for a New York City based Director, Customer Onboarding & Support to join our talented, dynamic, and rapidly growing global team. This role requires local employees to work in-office 2 days per week at our NYC location. 

Company Description

OpenAsset is the only Digital Asset Management solution built for the Architecture, Construction and Engineering industries. We have over 900 clients and 20 years of experience delivering value. Our vision is to inspire people through visualization of the built world.

We are a diverse group of hard-working and entrepreneurial people dedicated to solving complex challenges, working hard on meaningful projects, and celebrating our successes. We are looking for extraordinary people to join our industry-leading and incredibly talented team! Our inspirational and fun working environment, innovation-driven, fast-growing company, and ambitious projects are just a few reasons why you will love working here.

As a company we are passionate about ensuring that diversity and inclusion are championed, and that everybody has a seat at the table. We promote a culture where everyone feels valued, and we have adopted policies to ensure we hire from a diverse pool of candidates.

OpenAsset employs 85 people and is growing rapidly. OpenAsset has partnered with Marlin Equity Partners, an $8bn private equity fund, to help the business scale its sales, technical and management capacity to meet accelerating demand for its B2B SaaS product.

Director, Customer Onboarding & Support

The Director of Customer Onboarding & Support is a key stakeholder in the Customer Success Org, playing a pivotal role in driving the onboarding, activation, and continuous support of our customers. You’ll be responsible for managing and coaching the Managers that lead our Customer Onboarding/Implementation and Support Teams which are made up of skilled Implementation Managers that serve as project managers and product experts, as well as technical Support Engineers.

Reporting directly to the VP, Customer Success & Growth you’ll be responsible for shaping our onboarding journey, from the first customer interaction to full adoption and integration of our product into client workflows. With a focus on time to value (TTV), you’ll develop and implement strategies that accelerate product adoption and enable our clients to unlock key activation milestones that drive long-term customer success at all points in the customer lifecycle.

Working closely with OpenAsset’s Customer Success and Account Management leaders, you will align your team’s strategies and workflows with key initiatives that drive upsell and renewal strategies, expanding use of OpenAsset across the client base. As a leader, you will be able to translate those strategies into effective directions for your team; working alongside them to successfully execute programs that provide a high quality customer experience.

Responsibilities

• Accelerate Time to Value: Optimize existing processes and implement new ones that focus on increasing value, promoting high product adoption, and helping customers achieve desired outcomes quickly with OpenAsset’s key features. 
• Reporting & Insights: Set and track KPIs related to time to value, product adoption, and customer satisfaction, reporting these metrics to executive leadership. 
• Exceptional Customer Experience: Ensure each interaction with the Onboarding and Support Teams provides a top-tier value-focused customer experience, establishing a strong foundation for long-term success. 
• Cross-Functional Partnership: Collaborate with Product, Engineering, Sales, Marketing, and Customer Success teams to support the smooth integration of OpenAsset solutions and optimize resources for customer outcomes.
• Team Leadership & Development: Work with team Managers to build, mentor, and lead high-performing Onboarding and Support Teams with a customer-first focus on measurable outcomes.
• Client Services: Expand OpenAsset’s Professional Services function to best support the ongoing needs of our client base for implementation, custom configurations, and best practice advisory services.

Required Experience

• 5+ years experience in customer onboarding, customer success, or related roles, with at least 1-2+ years in SaaS leadership (People Management)

• Familiarity with SaaS analytics platforms, customer success software, product usage tracking tools
• Comfortable with the process of managing plug and play integration tools and discussing the flow of data between systems in a way that enables you clearly articulate technical concepts 
• Skilled in using CSPs, Onboarding or other software to manage complex projects and ensure successful onboarding outcomes.
• Experience designing and implementing effective onboarding strategies and processes that promote customer success and value realization.
• Strong skills in inspiring, coaching, and developing high-performing, customer-focused teams with a hands-on, collaborative approach.
• Strong empathy for customers combined with a passion for growth, revenue, and understanding value drivers in recurring revenue models.
• Excellent presentation and communication skills, with the ability to influence senior stakeholders internally and externally.
• Analytical and process-oriented, with a demonstrated commitment to continuous learning, personal growth, and improvement.

Bonus points if you have

• Experience with leveraging AI in the context of driving strategies for or improving customer onboarding and retention.

Benefits 

• Competitive salary
• Medical / Dental / Vision coverage
• 20 days paid time off per year + federal holidays (UK style!)
• 5 paid sick days
• Work from home flexibility
• Commuter benefits
• 401k
• Paid parental leave
• "Getting Started" Stipend
• Career growth and development opportunities

This position is not eligible for visa sponsorship.

Axomic is an Equal Opportunity Employer. We base our employment decisions entirely on business needs, job requirements, and qualifications—we do not discriminate based on race, gender, religion, health, parental status, personal beliefs, veteran status, age, or any other status. We have zero tolerance for any kind of discrimination, and we are looking for candidates who share those values. Applications from women and members of underrepresented minority groups are welcomed.