Senior Customer Onboarding Manager

Foley•Boston, MA

2d•Remote

About The Position

We are seeking a Senior Customer Onboarding Manager to own and lead the onboarding experience for Foley's high-value clients. This role will focus on ensuring that our largest and most complex customers achieve value quickly and efficiently from Foley's platform. The Senior Manager will be responsible for designing scalable processes, building strong executive-level relationships, and driving alignment across internal stakeholders to deliver a world-class onboarding journey. This is a highly visible, strategic role that requires a balance of project management, client advocacy, process optimization, and leadership.

Requirements

5-8+ years of experience in Customer Success, Onboarding, Implementation, or Program Management within a SaaS or Technology company.
Proven track record managing Enterprise-level client onboarding with complex technical and operational requirements.
Exceptional project management skills with the ability to manage multiple large-scale implementations simultaneously.
Strong executive presence and ability to influence senior stakeholders both internally and externally.
Excellent communication, problem-solving, and relationship-building skills.
Experience building or improving onboarding frameworks, playbooks, or methodologies.

Nice To Haves

Openness to leveraging AI in daily work (Experience with LLMs and/or Generative AI is a plus)
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.

Responsibilities

Serve as the primary point of contact and trusted advisor during the onboarding phase for high-value clients.
Develop tailored onboarding plans that account for complex integrations, custom workflows, multi-stakeholder engagement, and change management.
Build strong, multi-threaded relationships with senior customer contacts to ensure alignment on business goals, KPIs, and success criteria.
Partner with Sales, Product, Support, and Customer Success to ensure a seamless transition from sales to success.
Design, refine, and scale onboarding frameworks that support both white-glove service for Enterprise and repeatable processes for mid-market customers.
Proactively identify and mitigate risks that could delay or impact time-to-value.
Track and report on onboarding KPIs (time-to-value, adoption, NPS/CSAT, implementation timelines) and use insights to drive continuous improvement.
Provide guidance to onboarding team members and help elevate best practices across the organization.