Remote Director, Customer Onboarding & Success

Foley; Boston (MA); Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

401(k) match

Paid time off

Wellness programs

Employee assistance program

Job summary

Foley seeks a Director of Customer Success Onboarding to lead onboarding for all customers from SMB to Enterprise. You will own the end-to-end onboarding experience, manage a team of specialists and managers, and partner with Sales, CS, and Operations to ensure successful go-live and transition to ongoing account management.

This leadership role emphasizes process ownership, scalable playbooks, and strong metrics.

Qualifications

• 7+ years in Customer Success, Onboarding, or Implementation in tech
• Experience leading onboarding across SMB to Enterprise
• Strong cross-functional collaboration with Sales and Operations
• Experience building scalable onboarding processes and playbooks
• Excellent communication and relationship-building skills

Responsibilities

• Lead the Onboarding Team: Manage, coach, and develop a team of onboarding specialists and managers
• Own the Onboarding Function: Set strategy, structure, and standards for onboarding across segments
• Sales Handover: Partner with Sales on deal scoping and handoff for new customers
• Services & Implementation: Collaborate with Operations on services components and scheduling
• CS Partnership: Ensure smooth transition from onboarding to ongoing account management
• Process & Playbook Ownership: Build and improve onboarding processes and tooling
• Team Performance & Development: Hire, coach, and assess onboarding staff
• Metrics & Reporting: Own onboarding KPIs and report progress/risks
• Escalation Management: Serve as escalation point for onboarding risks

Skills

Onboarding leadership

Team management

Cross-functional collaboration

Project management

AI in daily work

Sales handover coordination

Tools

Salesforce

Planhat

Job description

Foley seeks a Director of Customer Success Onboarding to lead onboarding for all customers from SMB to Enterprise. You will own the end-to-end onboarding experience, manage a team of specialists and managers, and partner with Sales, CS, and Operations to ensure successful go-live and transition to ongoing account management.

This leadership role emphasizes process ownership, scalable playbooks, and strong metrics.