foley - Director, Customer Success Onboarding
Requirements
• 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 workstreams across the team. • Excellent communication and relationship-building skills, both internally and with customers. • Openness and demonstrated experience leveraging AI in daily work • 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. • Location: This role is primarily remote (US based) and will work in primarily EST hours, with the expectation of occasional visits to our offices for team collaboration, training, or company events. • This role may be based remotely out of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Michigan, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Wisconsin
Responsibilities
• 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.
Benefits
• Autofill from resume • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Phone Number or No to indicate your agreement to receive text message updates from Foley regarding your job application. Frequency may vary. Message and data rates may apply. Reply STOP to opt out of future messaging. • View our privacy policy here: Privacy Policy and our terms and conditions here: Terms and Conditions • I consent to receiving text messages • I do not consent to receiving text messages • or drag and drop here • Linkedin Profile • This is a remote role and can be based from one of the following states: AZ, CA, CO, CT, FL, GA, IL, IN, KS, MA, MD, MI, MO, NE, NH, NJ, NY, NC, PA, RI, SC, TN, TX, VA, WI. Please confirm you reside in one of the listed states. • Are you legally authorized to work in the US? • Will you now or in the future require sponsorship for employment visa status (e.g., H-1B, etc.)? • Have you ever been employed by Foley? • Employment at Foley is contingent upon the successful completion of a background check and, if applicable to the role, a drug screening, in accordance with federal, state, and local laws. Do you acknowledge and agree to these conditions? • U.S. EQUAL EMPLOYMENT OPPORTUNITY INFORMATION (Completion is voluntary and will not subject you to adverse treatment)
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT