Director, Customer Success Onboarding

About the role

We are seeking a Director, Customer Success Onboarding, to lead the onboarding function for all Foley customers, from SMB to Enterprise. This role owns the end-to-end onboarding experience and manages a team of onboarding specialists and managers who guide new customers from signed contract through go-live. You'll partner closely with Sales on scoping and handover, with Customer Success Management on the transition into ongoing partnership, and with Operations on the services and implementation work that gets customers live.

This is a people-leadership role that combines team management, cross-functional coordination, and process ownership across a portfolio that spans fast-moving SMB onboarding and complex, white-glove Enterprise implementations.

What You'll Do

• Lead the Onboarding Team: Manage, coach, and develop a team of onboarding specialists and managers responsible for onboarding across SMB, Mid-Market, and Enterprise segments.
• Own the Onboarding Function: Set the strategy, structure, and standards for how Foley onboards customers of every size, ensuring the right level of rigor and speed for each segment.
• Sales Handover: Partner with Sales on deal scoping and the handoff process for new customers, ensuring onboarding inherits accurate scope, timelines, and customer context.
• Services & Implementation: Work with Operations on the services components of implementation, ensuring onboarding plans are resourced and executed on schedule.
• CS Partnership: Collaborate with Customer Success Management to ensure a seamless, well-documented transition from onboarding into ongoing account management.
• Process & Playbook Ownership: Build and continuously improve onboarding processes, playbooks, and tooling that scale across segments, from repeatable SMB motions to tailored Enterprise programs.
• Team Performance & Development: Hire, coach, and manage performance for onboarding staff; identify skill gaps and growth paths; elevate best practices across the team.
• Metrics & Reporting: Own onboarding KPIs (time-to-value, onboarding completion rates, NPS/CSAT, capacity/utilization) and report progress and risks to Customer Success leadership.
• Escalation Management: Serve as an escalation point for onboarding risks or delays that the team cannot resolve independently, stepping in on complex situations as needed.

Who You Are

• 7+ years of experience in Customer Success, Onboarding, or Implementation within a technology company, ideally with services or compliance experience.
• Experience managing a team responsible for onboarding across varied customer segments (SMB through Enterprise).
• Strong cross-functional collaborator, comfortable partnering with Sales, Operations, and Customer Success leadership.
• Track record of building or scaling onboarding processes, playbooks, or methodologies.
• Strong organizational and prioritization skills, with the ability to oversee multiple concurrent onboarding workstreams across the team.
• Excellent communication and relationship-building skills, both internally and with customers.
• Openness and demonstrated experience leveraging AI in daily work
• Familiarity with tools such as Salesforce, Planhat, or other CS/implementation platforms is a plus.
• Familiarity with Department of Transportation or Fair Credit Reporting Act regulations is a plus.

Additional information

Location: This role is primarily remote (US based) and will work in primarily EST hours, with the expectation of occasional visits to our offices for team collaboration, training, or company events.

This role may be based remotely out of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Michigan, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Wisconsin

Benefits

Foley offers a comprehensive benefits package that includes medical, dental, and vision coverage, a 401(k) with company match, paid time off and holidays, wellness programs, and an employee assistance program.