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

Sr. Director of Onboarding & Professional Services

Location: Hybrid (Atlanta GA)

About Us

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 wont stop until weve delighted every client across the diverse ecosystem we serve.

About This Role

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.

What Youll Do

- 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.

What Youll Bring

- 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.

Leadership Competencies

- 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

Why This Role Matters

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.

Inclusion and Diversity: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.

The Company offers a comprehensive employee benefits program including:

Medical dental and vision insurance options

• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform