Senior Customer Onboarding Manager - Remote

Overview

We are seeking a Senior Customer Onboarding Manager to own and lead the onboarding experience for Foley’s high-value clients. This role will focus on ensuring that our largest and most complex customers achieve value quickly and efficiently from Foley’s platform. The Senior Manager will be responsible for designing scalable processes, building strong executive-level relationships, and driving alignment across internal stakeholders to deliver a world-class onboarding journey.

In Short

• Own Upper Strategic Onboardings: Serve as the primary point of contact and trusted advisor during the onboarding phase for high-value clients.
• Strategic Program Leadership: Develop tailored onboarding plans that account for complex integrations, custom workflows, multi-stakeholder engagement, and change management.
• Executive Stakeholder Management: Build strong, multi-threaded relationships with senior customer contacts to ensure alignment on business goals, KPIs, and success criteria.
• Cross-Functional Collaboration: Partner with Sales, Product, Support, and Customer Success to ensure a seamless transition from sales to success.
• Process Optimization: Design, refine, and scale onboarding frameworks that support both white-glove service for Enterprise and repeatable processes for mid-market customers.
• Risk Management: Proactively identify and mitigate risks that could delay or impact time-to-value.
• Metrics & Reporting: Track and report on onboarding KPIs (time-to-value, adoption, NPS/CSAT, implementation timelines) and use insights to drive continuous improvement.
• Mentorship & Leadership: Provide guidance to onboarding team members and help elevate best practices across the organization.

Requirements

• 5–8+ years of experience in Customer Success, Onboarding, Implementation, or Program Management within a SaaS company.
• Proven track record managing Enterprise-level client onboarding with complex technical and operational requirements.
• Exceptional project management skills with the ability to manage multiple large-scale implementations simultaneously.
• Strong executive presence and ability to influence senior stakeholders both internally and externally.
• Excellent communication, problem-solving, and relationship-building skills.
• Experience building or improving onboarding frameworks, playbooks, or methodologies.
• Openness to leveraging AI in daily work (Experience with LLMs and/or Generative AI is a plus).
• Familiarity with tools such as Salesforce, Planhat, or other CS/implementation platforms is a plus.
• Familiarity with Department of Transportation or Fair Credit Reporting Act regulations is a plus.

Benefits

• Comprehensive benefits package including medical, dental, and vision coverage.
• 401(k) with company match.
• Paid time off and holidays.
• Wellness programs.
• Employee assistance program.