# Director of Client Onboarding & Enablement

**Company:** [Fareharbor](https://hotfix.jobs/companies/fareharbor)
**Location:** Denver, CO
**Role:** Customer Success
**Experience:** 10+ years
**Skills:** Saas Onboarding, Implementation Management, Customer Success, Professional Services, Commercial Operations, Team Leadership, Cross-Functional Collaboration, Process Automation, Ai-Driven Processes, Data-Driven Performance Management
**Posted:** 2026-06-09

> Lead a 50+ person Client Onboarding & Enablement organization at a B2B SaaS company. Drive strategy, automation, and scalable service models to accelerate client launches and improve commercial outcomes.

## Job Description

## 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

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