Director, Customer Success Onboarding

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. Youll 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.

• 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.

• 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

At Foley were reimagining how safety-sensitive industries hire stay compliant and manage risk. Weve evolved into a modern SaaS company with an all-in-one AI-ready platform that helps transportation construction distribution and utility businesses operate faster smarter and safer.

As we continue to grow were looking for curious strategic thinkers who thrive in complexity are motivated by making an impact and want to join a team thats passionate about building great products and supporting customers. Our core values Teammateship Grit and Innovation guide everything we do. Whether were 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

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.

Privacy Policy: Please see our Applicant Privacy Policy for more information on how Foley processes your personal information during the recruitment process and if applicable based on your location how you can exercise any privacy rights.

Required Experience:

Director