Director of Client Onboarding & Enablement

Lead the Client Onboarding & Enablement Organization

• Lead and develop a large (50+ person), manager-led onboarding & enablement organization responsible for driving new and existing client revenue across client onboarding builds, trainings, and related implementation functions
• Set clear direction, operating rhythms, and increasing performance expectations for leaders and teams
• Ensure teams receive core knowledge trainings and track/improve performance as the organization grows
• Build a high-accountability, high-trust culture motivated by client impact, operational rigor, innovation, and continuous improvement
• Coach and develop managers and emerging leaders, strengthening bench depth and succession planning

Own and Evolve the Onboarding Strategy

• Define and execute the strategy for Client Onboarding aligned with commercial growth priorities
• Evolve Onboarding from a transactional function into a strategic, scalable client implementation engine supporting acquisition and retention/expansion
• Build a connected client journey across pre-sale, onboarding, go-live, and post-live support in partnership with Sales, AM, Support, and Ops

Accelerate Client Launches and Improve Commercial Outcomes

• Own performance against key onboarding outcomes such as time-to-live and Sales/AM enablement
• Improve onboarding scalability with focus on speed, quality, and predictability without compromising client experience
• Strengthen Onboarding's role in supporting Sales and AM through technical consultations, retrainings, and expansionary support

Build a Scalable Service Model

• Design and operationalize an updated service model with delineation between self-service, standard-service, and white-glove
• Clarify high-touch, guided-touch, low-touch, or self-serve across the onboarding journey
• Improve handoffs, intake quality, discovery requirements, and role clarity across Commercial teams

Drive Automation, AI, and Digital Enablement

• Lead efforts to identify and implement automation and AI-enabled solutions that improve consistency, reduce manual work, and increase organizational capacity
• Partner with Commercial Operations to improve tooling, workflow visibility, reporting, and process efficiency

Strengthen Operational Excellence

• Establish clear metrics, dashboards, and operating cadences that improve prioritization, resource allocation, and performance management
• Simplify and standardize fragmented workflows across tools, channels, and teams
• Ensure the team can scale while maintaining strong client experience and business impact

Requirements

• 10+ years of experience in onboarding, implementation, professional services, customer success, commercial operations, or a related client-facing function in a SaaS company
• 5+ years of experience leading leaders and managing multi-layered teams with meaningful operational complexity in a high-growth SaaS or tech-enabled environment
• Proven track record improving time-to-value, implementation speed, operational efficiency, and customer outcomes
• Experience designing or scaling tiered service models across high-touch and scaled/self-service motions, with focus on AI-driven processes
• Strong experience building cross-functional processes with Sales, Account Management/Customer Success, Support, Operations, and Product
• Demonstrated ability to use data, metrics, and operating discipline to improve performance at scale
• Experience leading through change, ambiguity, and organizational evolution

Preferred Experience

• Experience in B2B SaaS, travel, hospitality or similarly operationally complex environments
• Experience with digital onboarding