Sr. Director of Onboarding and Professional Services (Hybrid -Atlanta, GA)

Togetherwork•Atlanta, GA

5d•Hybrid

About The Position

Togetherwork is a $250M recurring revenue SaaS business with over 33 software applications serving 12+ vertical markets. We exist to help communities, organizations, and businesses thrive by delivering software solutions tailored to their unique needs. With our new headquarters on South Congress in Austin, TX, we are entering an exciting phase of growth. We work hard and play hard. We love our customers, we innovate with purpose, and we won’t stop until we’ve delighted every client across the diverse ecosystem we serve. The Director of Onboarding & Professional Services is responsible for the successful delivery of all customer onboarding and implementation services. This role owns the end-to-end onboarding operating model, ensuring new customers achieve time-to-value quickly, consistently, and with minimal risk. Onboarding is a high-volume, time-bound, and operationally rigorous environment. Success in this role requires a leader who can balance customer experience with scalability, manage throughput and quality simultaneously, and drive adoption outcomes that support long-term retention. Onboarding is a defining moment in the Gingr customer lifecycle. This role directly influences customer confidence, adoption, and long-term retention. The Director of Onboarding & Professional Services ensures that Gingr customers start strong — at scale. Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.

Requirements

5+ years of experience in SaaS onboarding, implementations, or Professional Services leadership.
Demonstrated success leading high-volume, SMB-focused onboarding or implementation teams.
Strong operational mindset with experience designing scalable delivery systems.
Proven ability to manage competing priorities across scale, quality, and customer experience.
Experience partnering cross-functionally and influencing without authority.
Data-driven decision maker comfortable using KPIs to manage performance.
Operational rigor and systems thinking
Strong customer empathy balanced with scalability discipline
Sound judgment under pressure and during escalations
Clear communicator who sets expectations and drives accountability
Continuous improvement mindset

Responsibilities

Own the onboarding operating model, including workflows, milestones, and handoff points.
Drive consistent execution of standardized onboarding paths while managing exceptions for complex or at-risk customers.
Forecast onboarding demand and manage capacity planning to support volume without degrading quality.
Identify onboarding risk signals and own escalation and recovery strategies.
Lead and develop onboarding managers, specialists, and consultants.
Partner cross-functionally with Sales, Product, Support, Customer Success, PMO, and Performance Insights.
Establish and manage onboarding KPIs such as Time-to-Go-Live, Cycle Time, CSAT, Escalation Rate, and Early Adoption indicators.
Use data and insights to drive continuous improvement across onboarding processes.