Director, Customer Onboarding & Go Live

The Director, Customer Onboarding & GoLive is responsible for scaling and optimizing a world-class onboarding experience that accelerates time-to-value and drives long-term customer success. This leader will define the vision, strategy, and execution framework for Avalara’s accelerator products and new product introduction teams, ensuring seamless transitions from sales to implementation and ongoing success. They will work closely with Product and Engineering leaders to influence the customer onboarding roadmap and optimize the project based onboarding experience. They will oversee process standardization, enablement, tooling, and performance metrics, while partnering cross-functionally with Sales, Product, Customer Success, Support, and Operations to deliver a consistent, high-quality customer journey. The role requires a data-driven approach to improving onboarding rates, reducing implementation cycle times, and increasing early-stage retention. 

The ideal candidate is an experienced people leader who can build and scale high-performing, customer-centric teams in complex, fast-paced environments. They will establish clear KPIs, drive operational rigor, and implement continuous improvement initiatives to enhance efficiency and customer outcomes. This individual must balance strategic vision with hands-on execution, influencing executive stakeholders while coaching frontline leaders. Strong change management, executive communication, and customer engagement skills are essential. As the Director, Customer Onboarding & GoLive you will play a critical role in shaping the company’s reputation during the most pivotal phase of the customer lifecycle. 

Come join this exciting team! 

Leadership Expectations 

At Avalara, all employees are expected to act as Bar Raisers by holding themselves and others to high standards of ownership, quality, and continuous improvement. As a Director, you will raise the talent and performance bar across the Onboarding and GoLive organization.  

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  A strong background leading teams in operations, customer experience, or customer support, with a proven track record of raising the talent, performance, and accountability bar across the organization. 

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  The ability to build a strong workplace culture and highly engaged teams, hiring and developing high-performing people leaders who consistently deliver measurable results. 

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  Demonstrated success delivering solutions to complex operational challenges, while building scalable operating models that improve speed, quality, and customer outcomes. 

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  An inspiring leadership style grounded in strong judgment, objectivity, and the courage to make talent and business decisions that strengthen the organization long term 

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  Excellent team player, who values other’s views and can earn stakeholder confidence quickly. 

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  Ability to manage multiple priorities in fast-paced environment, work collaboratively with cross-functional teams, and ensure high quality deliverables with high attention to detail. 

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  Experience employing start-up principles to a growth focused business, contributing to developing business infrastructure and aggressively scaling in a high growth environment.