Director, Partner Onboarding and Activation

Accountabilities:

• • Own and continuously evolve the end-to-end onboarding strategy, creating differentiated onboarding journeys based on partner size, maturity, complexity, technical requirements, and business needs.
  • Serve as the single point of accountability for onboarding execution, establishing operating rhythms, performance metrics, service levels, and governance mechanisms that ensure consistent, efficient, and high-quality delivery.
  • Orchestrate cross-functional handoffs between Sales, Onboarding, Product, Software Development, Support, Account Management, Finance, and other teams to create a seamless partner experience.
  • Drive partner activation and first value by ensuring critical milestones—including migrations, first platform transactions, and accurate first billing—are achieved on schedule.
  • Monitor onboarding progress, partner readiness, customer effort, and risk signals, proactively addressing blockers and escalating issues to ensure successful outcomes.
  • Lead continuous improvement and transformation initiatives across onboarding, leveraging Voice of Customer insights, automation, self-service tools, guided workflows, training, and improved processes to reduce friction and accelerate time-to-value.
  • Own onboarding frameworks, playbooks, tools, metrics, and reporting, treating the onboarding journey as an evolving product that continuously improves based on partner feedback and business outcomes.
  • Lead and develop team leaders responsible for technical and partner success functions, providing coaching, setting clear expectations, establishing capacity models, and fostering a culture of accountability, collaboration, and growth.
  • Scale team capabilities in line with business growth by supporting recruitment, developing future leaders, and embedding consistent onboarding best practices.
  • Represent onboarding strategy and performance at senior leadership level, providing clear insights, recommendations, and updates on operational performance, partner experience, risks, and transformation priorities.

  Requirements:

  • 7–10+ years of experience in Customer Success, Partner Enablement, Onboarding, or related post-sales leadership roles, with experience managing people leaders or senior specialists.
  • Demonstrated success influencing and aligning cross-functional teams, including situations where outcomes must be achieved without direct authority.
  • Experience in SaaS, cloud platforms, managed service providers, channel/partner ecosystems, or IT services is strongly preferred.
  • Strong combination of strategic thinking and operational discipline, with the ability to design scalable processes while establishing the metrics, governance, and accountability required for reliable execution.
  • Exceptional leadership, communication, facilitation, and stakeholder-management skills, including the ability to engage effectively with executive audiences.
  • Strong business judgment, ownership mindset, bias for action, and confidence making decisions and trade-offs in a fast-moving environment.
  • Ability to translate technical concepts and operational complexity into clear business implications and actionable recommendations.
  • Familiarity with cloud services, IT migrations, billing processes, and the operational challenges faced by managed service providers.
  • Knowledge of Microsoft Cloud Service Provider programs, including New Commerce Experience (NCE), Microsoft Cloud Agreement (MCA), or GDAP, is an asset.
  • Experience scaling an onboarding or customer success organization in a high-growth environment is advantageous.
  • Familiarity with CRM, PSA, workflow, or other operational platforms used to track and manage onboarding journeys is preferred.
  • Fluency in both English and French is required, with strong written and verbal communication skills in both languages.

  Benefits:

  • Hybrid work environment with flexibility designed to support both collaboration and individual productivity.
  • Flexible total compensation and benefits package designed around employee needs.
  • Vacation entitlement that takes previous professional experience into consideration.
  • Additional paid time off, including recharge, holiday, and personal/mobile days.
  • Flexible benefits plan and savings fund options.
  • Monthly home internet allowance.
  • Annual salary review based on performance.
  • Access to modern technology, tools, and resources.
  • Inclusive, diverse, and collaborative workplace culture.
  • Strong career development opportunities, with training, mentorship, and opportunities to grow into broader leadership responsibilities.
  • Close relationship with management and an open communication culture supporting professional development.
  • Company-wide virtual and in-person activities throughout the year.