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Director of Onboarding & Enablement (Remote)

ZipLiens
Kentucky, USA
Full-time
Director · 5+ years experience
Remote
Discovered 2 weeks ago

Full Job Posting

Responsibilities:

  • Onboarding Program Ownership
  • Program Design: Own the end-to-end new customer implementation experience, from signed agreement through steady state, including stage definitions, named owners on both sides, timelines, and service commitments.
  • Execution Accountability: Run onboarding across the book of business, coordinating with Customer Success Managers, Account Managers, Operations Leads, and Product Support so every customer receives the same standard of experience.
  • Path Differentiation: Define and maintain onboarding paths by package and segment, including pilots, custom engagements, cross-product deals, and vertical-specific structures such as Mass Tort matters and programs.
  • Recovery Ownership: Identify onboardings trending off track and own the intervention, including root cause analysis that feeds back into program design.
  • Early Risk & Strategic Alignment: Partner with leaders across Customer Success, Sales & Partnerships, Lien Resolution Operations, Product, and Finance to surface implementation risk early, while it is still correctable, and to align onboarding decisions with broader portfolio health and revenue-impacting strategy.
  • Enablement Content & Collateral
  • External Content: Start and own the customer-facing knowledge base, tutorial and walkthrough video library, one-pagers, and training materials that support portal adoption and workflow best practices.
  • Training Delivery: Own kickoff and training curriculum design, including live sessions, self-serve paths, and refresher training available for the life of the partnership.
  • Internal Enablement: Build and maintain internal training, certification, and ramp materials for customer-facing teams, and identify capability gaps to fill through structured curriculum.
  • Content Governance: Maintain a single source of truth for all enablement content, with versioning, review cadence, named owners, and brand and voice continuity with marketing guides.
  • Measurement & Continuous Improvement
  • KPI Ownership: Define and report onboarding and enablement KPIs, including time to value, onboarding completion, training participation, content utilization, and early adoption.
  • AI & Data Enablement: Leverage AI and data to optimize how onboarding runs and what it produces, using adoption, completion, and support signals to pinpoint where customers stall, then applying automation and AI-assisted content development to remove that friction and improve early customer outcomes.
  • Feedback Loop: Own post-onboarding feedback collection and translate results into program changes rather than observations.
  • Product Partnership: Surface onboarding and adoption friction to Product with supporting evidence, and advocate for changes that reduce implementation effort.
  • Cross-Functional Partnership
  • Sales & Business Development: Own the receiving end of the handoff, including the scope, success criteria, and customer context required for onboarding to start cleanly.
  • Customer Success: Partner with the Director of Customer Success on the transition from onboarding to ongoing account management, ensuring nothing is dropped at the seam.
  • Lien Resolution Operations: Partner with Single Event Operations so customer-facing training reflects how work actually moves through the operation.
  • Marketing & Product Marketing: Partner with Marketing on brand, voice, and production standards for customer-facing collateral and video; partner with our Product Marketing Manager on strategies and content around new releases, value proposition, and objection handling.
  • Founding Responsibilities
  • Function Design: Define what the Onboarding & Enablement function needs to be at our current scale and at our next one, and recommend structure, roles, and hiring sequence accordingly.
  • Documentation: Build the documentation that lets the program run without depending on one person's memory.
  • Scale Readiness: Design for extension into new verticals and business lines from the outset, so growth does not require rebuilding the program.

Qualifications:

  • 5+ years in customer onboarding, implementation, customer education, or enablement within B2B SaaS or tech-enabled services, including 3+ years owning a program end to end or leading a team.
  • Demonstrated experience building an onboarding or implementation program from scratch, or materially rebuilding one, with measurable results.
  • Hands-on content creation experience across formats: knowledge base articles, video tutorials, decks, one-pagers, and structured training curriculum.
  • Experience driving adoption of a customer-facing portal or platform.
  • Proven ability to run programs across teams that do not report to them, with clear ownership and follow-through.
  • Proven ability to operate as a founding function owner, setting priorities independently and bringing forward recommendations rather than open questions.
  • Proficiency with enablement and support tooling, such as knowledge base and help center platforms, video and screen capture tools, learning management systems, and CRM (e.g., HubSpot).
  • Instructional design or adult learning experience is preferred.
  • Bachelor's degree required. Focus in business, communications, education, or a related field is preferred.
  • Experience in legal services, personal injury, or litigation-adjacent technology is preferred.
  • Ability to travel up to 20%.

Benefits

  • Private Health Care Plan (Medical, Dental & Vision)
  • Company HSA contributions for HDHP participants
  • Flexible Spending Accounts (Health & Dependent Care)
  • Company-Paid Short-Term Disability Coverage
  • Voluntary Long-Term Disability, Life, AD&D, and Supplemental Coverage Options
  • 401(k) Plan with Company Match
  • Paid Time Off (Vacation, Sick Time & Select Holidays)
  • Paid Parental Leave
  • Pay Disclosure: The total base salary range for this role is $84,000 - $114,000 annually, with an opportunity for a discretionary bonus. Final compensation will be determined based on skills and experience.
  • Work Authorization: Applicants must be authorized to work in the United States without the need for employer-sponsored visa support now or in the future.

Preferred Qualifications

  • Instructional design or adult learning experience is preferred.
  • Bachelor's degree required. Focus in business, communications, education, or a related field is preferred.
  • Experience in legal services, personal injury, or litigation-adjacent technology is preferred.

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