Director, Customer Success Onboarding

Foley•Boston, MA

15h•Remote

About The Position

The Director, Customer Success Onboarding leads Foley’s onboarding function for customers ranging from SMB to Enterprise and owns the end-to-end experience from signed contract through go-live. The role manages onboarding specialists and managers and coordinates with Sales on scoping and handoffs, Operations on implementation services, and Customer Success Management on the transition into ongoing account management. It combines people leadership, cross-functional coordination, and process ownership across both repeatable SMB onboarding and complex Enterprise implementations. The Director sets onboarding strategy, structure, and standards; develops scalable processes, playbooks, and tooling; and oversees team performance and onboarding KPIs. The position is primarily remote in the United States, works primarily EST hours, and requires occasional office visits for collaboration, training, or company events.

Requirements

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, including partnering with Sales, Operations, and Customer Success leadership.
Track record of building or scaling onboarding processes, playbooks, or methodologies.
Strong organizational and prioritization skills, including overseeing multiple concurrent onboarding workstreams.
Excellent communication and relationship-building skills, internally and with 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 serving SMB, Mid-Market, and Enterprise customers.
Set the strategy, structure, and standards for onboarding customers across segments, balancing rigor and speed appropriately.
Partner with Sales on deal scoping and handoffs, ensuring onboarding receives accurate scope, timelines, and customer context.
Work with Operations on implementation services to ensure onboarding plans are resourced and executed on schedule.
Collaborate with Customer Success Management to provide a seamless, well-documented transition into ongoing account management.
Build and continuously improve onboarding processes, playbooks, and tooling that scale across customer segments.
Hire, coach, and manage onboarding staff performance; identify skill gaps and growth paths; and promote 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.
Act as an escalation point for onboarding risks or delays and step in on complex situations as needed.