Director of Client Onboarding & Enablement, FareHarbor

• 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 a high 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

Desirable

• FareHarbor is seeking a strategic, operationally strong, and innovative leader to serve as our Director, Client Onboarding & Enablement
• This role will lead a large, manager-led organization responsible for helping new clients join and adopt our software successfully, supporting select live-client technical build and training needs, and enabling our commercial success through training streamlined operations while evolving our onboarding model to scale with the business
• This leader will sit at the center of the Commercial organization, partnering closely with Sales, Account Management, Support, Operations, and Product to accelerate client acquisition, reduce friction across the client journey, and improve the efficiency and effectiveness of onboarding at scale
• The role will oversee and accelerate dashboard building and implementation, client training, select live-build and live-training workflows, and website integrations, while helping shape the future structure of those services over time
• Success in this role will require a leader who can both run a complex organization and transform it: building more scalable and repeatable onboarding experiences, introducing digital and automated solutions, and aligning service delivery to improve client activation, operational efficiency, and long-term customer value
• Lead the Client Onboarding & Enablement Organization
• Lead and develop a large (50+ person), manager-led onboarding & enablement organizations, 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 alike
• Ensure our teams are set up for success with core knowledge trainings and that we are tracking and improving performance as we grow
• Build a high-accountability, high-trust culture that is 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 in alignment with FareHarbor’s commercial growth priorities
• Evolve Onboarding from a primarily transactional function into a strategic, scalable client implementation engine that supports both acquisition and retention/expansion
• Build a more 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, Sales and AM Enablement
• Improve Onboarding scalability, with a 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 what should be 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, including more repeatable training formats and digital education paths
• Partner with Commercial Operations and other teams 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
• What Success Looks Like:
• Faster, more predictable client go-lives that lead to longer retention
• Stronger and earlier partnership with Sales to support Closed Business and Onboarding readiness
• Stronger partnership with AM to support retention, feature adoption, and expansion readiness
• Lower cost per onboard through better segmentation, self-service, and automation
• A clearer service model by tier, with improved experience for both high-value and lower-tier clients
• Greater workflow consistency, less manual work, and more scalable onboarding delivery
• A team culture that remains process-oriented where needed, but is more flexible, experimental, and innovation-driven