Director, Customer Success Onboarding

Foley•Boston, MA

1d•$130,000 - $175,000•Remote

About The Position

The Director, Customer Success Onboarding leads Foley’s onboarding function for customers ranging from SMB to Enterprise. This people-leadership role owns the end-to-end onboarding experience and manages onboarding specialists and managers who guide customers from signed contract through go-live. The Director works closely with Sales on deal scoping and handoffs, Operations on services and implementation, and Customer Success Management on the transition to ongoing account management. The role sets the strategy, structure, and standards for onboarding across customer segments, balancing efficient, repeatable SMB processes with tailored Enterprise implementations. It owns onboarding processes, playbooks, tooling, team performance, and key metrics, and serves as an escalation point for complex onboarding risks or delays. The position is primarily remote within the United States, works primarily EST hours, and requires occasional visits to Foley offices for collaboration, training, or company events.

Requirements

At least 7 years of experience in Customer Success, Onboarding, or Implementation within a technology company.
Experience managing a team responsible for onboarding customers across varied segments, from SMB through Enterprise.
Strong cross-functional collaboration skills and comfort partnering with Sales, Operations, and Customer Success leadership.
A track record of building or scaling onboarding processes, playbooks, or methodologies.
Strong organizational and prioritization skills, including the ability to oversee concurrent onboarding workstreams.
Excellent communication and relationship-building skills with internal stakeholders and customers.
Openness to and demonstrated experience leveraging AI in daily work.

Nice To Haves

Services or compliance experience.
Familiarity with Salesforce, Planhat, or other Customer Success or implementation platforms.
Familiarity with Department of Transportation or Fair Credit Reporting Act regulations.

Responsibilities

Manage, coach, and develop onboarding specialists and managers responsible for SMB, Mid-Market, and Enterprise onboarding.
Set the strategy, structure, and standards for onboarding customers across segments, balancing rigor and speed.
Partner with Sales on deal scoping and handoffs, ensuring onboarding receives accurate scope, timelines, and customer context.
Work with Operations on implementation services, resourcing onboarding plans and ensuring execution on schedule.
Collaborate with Customer Success Management to ensure a seamless, documented transition into ongoing account management.
Build and continuously improve onboarding processes, playbooks, and tooling for repeatable SMB motions and tailored Enterprise programs.
Hire, coach, and manage onboarding staff performance; identify skill gaps and growth paths; and elevate team best practices.
Own onboarding KPIs, including time-to-value, completion rates, NPS/CSAT, and capacity/utilization, and report progress and risks to Customer Success leadership.
Escalate and help resolve onboarding risks, delays, and complex situations the team cannot address independently.