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

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

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

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

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

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

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