Director of Onboarding – Enablement

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Take ownership of the complete customer implementation process from the signed agreement through to the steady state.

• Develop and manage a standardized onboarding framework that includes owners, stage gates, service commitments, and measurable time to value.

• Outline onboarding pathways for standard, pilot, custom, cross-product, and vertical-specific projects.

• Facilitate onboarding across various teams including Customer Success, Account Management, Operations, Product Support, Sales, Partnerships, Product, Finance, and Marketing.

• Recognize onboarding processes that are off-track, conduct root cause analysis, and lead necessary interventions.

• Create customer-facing knowledge bases, tutorial videos, walkthroughs, one-pagers, training materials, and portal adoption resources.

• Design and execute kickoff meetings, live sessions, self-service options, refresher courses, internal training, certification programs, and ramp-up curricula.

• Establish governance over content, including version control, review schedules, designated owners, and brand consistency.

• Define and communicate onboarding and enablement KPIs, such as completion rates, time to value, training participation, content usage, and early adoption metrics.

• Leverage AI and data analytics to identify customer friction points, enhance onboarding processes, and create content and automation solutions.

• Gather feedback post-onboarding and translate it into program enhancements.

• Highlight onboarding and adoption challenges to the Product team and advocate for necessary improvements.

• Manage the transition from Sales to Onboarding and from onboarding to ongoing account management.

• Develop the Onboarding & Enablement function, including its structure, roles, documentation, and hiring plan.

• Create a program for expansion into new verticals and business lines.

⛳️ Requirements

• Minimum of 5 years in customer onboarding, implementation, customer education, or enablement within B2B SaaS or tech-enabled services, including at least 3 years responsible for a program end-to-end or leading a team.

• Proven experience in building an onboarding or implementation program from the ground up, or significantly revamping an existing one, with quantifiable results.

• Hands-on experience in content creation, including knowledge base articles, video tutorials, presentations, one-pagers, and structured training curricula.

• Experience in promoting the adoption of a customer-facing portal or platform.

• Demonstrated ability to manage programs across teams that do not report directly to them, ensuring clear ownership and follow-through.

• Capability to function as a founding owner of a function, setting priorities autonomously and presenting recommendations rather than unresolved issues.

• Proficiency in enablement and support tools, including knowledge base and help center platforms, video and screen capture tools, learning management systems, and CRM software like HubSpot.

• Instructional design experience or expertise in adult learning is preferred.

• A Bachelor’s degree is required, preferably in business, communications, education, or a related field.

• Experience in legal services, personal injury, or technology related to litigation is preferred.

• Willingness to travel up to 20% of the time.

• Candidates must be authorized to work in the United States without the need for employer-sponsored visa support, now or in the future.

🏝️ Benefits

• Private Health Care Plan (Medical, Dental & Vision).

• Company contributions to Health Savings Accounts for HDHP participants.

• Flexible Spending Accounts for Health & Dependent Care.

• Company-paid Short-Term Disability Coverage.

• Options for Voluntary Long-Term Disability, Life, AD&D, and Supplemental Coverage.

• 401(k) Plan with Company Match.

• Paid Time Off for Vacation, Sick Time & Select Holidays.

• Paid Parental Leave.

• Opportunity for a discretionary bonus.