Director of Onboarding & Enablement (Remote)

ZipLiens•Somerset, KY

9d•$84,000 - $114,000•Remote

About The Position

Zipliens is seeking a Director of Onboarding & Enablement to own the entire customer onboarding process for new clients, particularly within the Single Event lien resolution vertical. This founding role will be responsible for designing and executing the implementation experience from the initial agreement to full platform utilization. The position also involves building and maintaining a comprehensive training and content library to ensure a consistent and scalable onboarding experience. Reporting to the VP of Customer Success, this individual will define the function's future needs, make hiring recommendations, and operate independently from a blank slate. Key first-year objectives include establishing a standard onboarding framework with clear ownership and measured outcomes, defining distinct onboarding paths, creating a customer-facing enablement library (knowledge base, videos, one-pagers, training decks), developing an internal enablement curriculum for customer-facing teams, instrumenting onboarding KPIs, and recommending the structure and initial hires for the function.

Requirements

5+ years in customer onboarding, implementation, customer education, or enablement within B2B SaaS or tech-enabled services.
3+ years owning a program end to end or leading a team.
Demonstrated experience building an onboarding or implementation program from scratch, or materially rebuilding one, with measurable results.
Hands-on content creation experience across formats: knowledge base articles, video tutorials, decks, one-pagers, and structured training curriculum.
Experience driving adoption of a customer-facing portal or platform.
Proven ability to run programs across teams that do not report to them, with clear ownership and follow-through.
Proven ability to operate as a founding function owner, setting priorities independently and bringing forward recommendations rather than open questions.
Proficiency with enablement and support tooling, such as knowledge base and help center platforms, video and screen capture tools, learning management systems, and CRM (e.g., HubSpot).
Bachelor's degree required.
Ability to travel up to 20%.

Nice To Haves

Instructional design or adult learning experience is preferred.
Focus in business, communications, education, or a related field is preferred.
Experience in legal services, personal injury, or litigation-adjacent technology is preferred.

Responsibilities

Own the end-to-end new customer implementation experience, from signed agreement through steady state, including stage definitions, named owners on both sides, timelines, and service commitments.
Run onboarding across the book of business, coordinating with Customer Success Managers, Account Managers, Operations Leads, and Product Support to ensure a standard customer experience.
Define and maintain onboarding paths by package and segment, including pilots, custom engagements, cross-product deals, and vertical-specific structures.
Identify onboardings trending off track and own the intervention, including root cause analysis to inform program design.
Partner with leaders across Customer Success, Sales & Partnerships, Lien Resolution Operations, Product, and Finance to surface implementation risk early and align onboarding decisions with broader strategy.
Start and own the customer-facing knowledge base, tutorial and walkthrough video library, one-pagers, and training materials.
Own kickoff and training curriculum design, including live sessions, self-serve paths, and refresher training.
Build and maintain internal training, certification, and ramp materials for customer-facing teams, and identify capability gaps.
Maintain a single source of truth for all enablement content, with versioning, review cadence, named owners, and brand continuity.
Define and report onboarding and enablement KPIs, including time to value, onboarding completion, training participation, content utilization, and early adoption.
Leverage AI and data to optimize onboarding processes and outcomes, using adoption, completion, and support signals to identify friction points and apply automation and AI-assisted content development.
Own post-onboarding feedback collection and translate results into program changes.
Surface onboarding and adoption friction to Product with supporting evidence, and advocate for changes that reduce implementation effort.
Own the receiving end of the sales handoff, including scope, success criteria, and customer context.
Partner with the Director of Customer Success on the transition from onboarding to ongoing account management.
Partner with Single Event Operations to ensure customer-facing training reflects operational workflows.
Partner with Marketing on brand, voice, and production standards for customer-facing collateral and video; partner with Product Marketing Manager on strategies and content for new releases, value proposition, and objection handling.
Define the Onboarding & Enablement function's structure, roles, and hiring sequence for current and future scale.
Build documentation to ensure the program can run independently.
Design the program for extension into new verticals and business lines from the outset.