Director, Customer Success Onboarding

The posting, as Foley wrote it

We are seeking a Director, Customer Success Onboarding, to lead the onboarding function for all Foley customers, from SMB to Enterprise. This role owns the end-to-end onboarding experience and manages a team of onboarding specialists and managers who guide new customers from signed contract through go-live. You'll partner closely with Sales on scoping and handover, with Customer Success Management on the transition into ongoing partnership, and with Operations on the services and implementation work that gets customers live.

This is a people-leadership role that combines team management, cross-functional coordination, and process ownership across a portfolio that spans fast-moving SMB onboarding and complex, white-glove Enterprise implementations.

WHAT YOU'LL DO

• Lead the Onboarding Team: Manage, coach, and develop a team of onboarding specialists and managers responsible for onboarding across SMB, Mid-Market, and Enterprise segments.
• Own the Onboarding Function: Set the strategy, structure, and standards for how Foley onboards customers of every size, ensuring the right level of rigor and speed for each segment.
• Sales Handover: Partner with Sales on deal scoping and the handoff process for new customers, ensuring onboarding inherits accurate scope, timelines, and customer context.
• Services & Implementation: Work with Operations on the services components of implementation, ensuring onboarding plans are resourced and executed on schedule.
• CS Partnership: Collaborate with Customer Success Management to ensure a seamless, well-documented transition from onboarding into ongoing account management.
• Process & Playbook Ownership: Build and continuously improve onboarding processes, playbooks, and tooling that scale across segments, from repeatable SMB motions to tailored Enterprise programs.
• Team Performance & Development: Hire, coach, and manage performance for onboarding staff; identify skill gaps and growth paths; elevate best practices across the team.
• Metrics & Reporting: Own onboarding KPIs (time-to-value, onboarding completion rates, NPS/CSAT, capacity/utilization) and report progress and risks to Customer Success leadership.
• Escalation Management: Serve as an escalation point for onboarding risks or delays that the team cannot resolve independently, stepping in on complex situations as needed.

WHO YOU ARE

• 7+ years of experience in Customer Success, Onboarding, or Implementation within a technology company, ideally with services or compliance experience.
• Experience managing a team responsible for onboarding across varied customer segments (SMB through Enterprise).
• Strong cross-functional collaborator, comfortable partnering with Sales, Operations, and Customer Success leadership.
• Track record of building or scaling onboarding processes, playbooks, or methodologies.
• Strong organizational and prioritization skills, with the ability to oversee multiple concurrent onboarding workstream

[…]
smarter, and safer.

As we continue to grow, we’re looking for curious, strategic thinkers who thrive in complexity, are motivated by making an impact, and want to join a team that’s passionate about building great products and supporting customers. Our core values — Teammateship, Grit, and Innovation — guide everything we do. Whether we’re collaborating internally or helping customers, we approach every challenge with optimism, humor, and a shared commitment to success.

Benefits
Foley offers a comprehensive benefits package that includes medical, dental, and vision coverage, a 401(k) with company match, paid time off and holidays, wellness programs, and an employee assistance program.

Equal Employment Opportunity
Foley is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other legally protected characteristic.

Reasonable Accommodations
If you require a reasonable accommodation during the application or interview process, please contact us at careers@foley.io

Employment Status
Employment with Foley is on an at-will basis. Nothing in this job posting or in future communications should be construed as a contract of employment.

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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