Foley

Director, Customer Success Onboarding

Remote US. Posted a month ago

The role

The Director, Customer Success Onboarding will lead the onboarding function for all Foley customers from SMB to Enterprise. This role manages a team of onboarding specialists and managers to guide customers from signed contract through go-live.

What you will do

  • Manage, coach, and develop a team of onboarding specialists and managers.
  • Set the strategy, structure, and standards for onboarding customers of every size.
  • Partner with Sales on deal scoping and the handoff process.
  • Work with Operations on services components of implementation.
  • Collaborate with Customer Success Management for transition into ongoing account management.
  • Build and improve onboarding processes, playbooks, and tooling.
  • Hire, coach, and manage performance for onboarding staff.
  • Own onboarding KPIs and report progress and risks to leadership.
  • Serve as an escalation point for onboarding risks or delays.

Required qualifications

  • 7+ years of experience in Customer Success, Onboarding, or Implementation within a technology company.
  • Experience managing a team responsible for onboarding across varied customer segments (SMB through Enterprise).
  • Strong cross-functional collaborator.
  • Track record of building or scaling onboarding processes, playbooks, or methodologies.
  • Strong organizational and prioritization skills.
  • Excellent communication and relationship-building skills.
  • Openness and demonstrated experience leveraging AI in daily work.

Nice to have

  • Familiarity with tools such as Salesforce, Planhat, or other CS/implementation platforms
  • Familiarity with Department of Transportation or Fair Credit Reporting Act regulations

Benefits

  • Medical coverage
  • Dental coverage
  • Vision coverage
  • 401(k) with company match
  • Paid time off and holidays
  • Wellness programs
  • Employee assistance program

About the company

Foley is 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.