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Director of Onboarding & Enablement (Remote)

4 hours, 10 minutes ago
United States
Full-time
Executive
Instructional Designer
Operations
CRM Git HubSpot
Apply Now
ZipLiens

ZipLiens

ZipLiens provides lien resolution services that enhance law firms' productivity and profitability by negotiating on their behalf, allowing attorneys to concentrate on revenue-generating activities while offering a customer portal for case monitoring an...

Specialized Consumer Services
11-50
Founded 2018
View All Jobs 4

Description

  • Design and manage the complete onboarding journey from signed agreement through steady-state operation.
  • Create differentiated onboarding paths for standard, pilot, custom, cross-product, and vertical-specific engagements.
  • Coordinate onboarding execution across Customer Success, Account Management, Operations, Product Support, Sales, Product, and Finance.
  • Identify at-risk implementations, lead recovery efforts, and use root-cause findings to improve the program.
  • Build and govern customer-facing knowledge bases, tutorial videos, one-pagers, training decks, and in-product guidance.
  • Develop and deliver kickoff, live, self-service, refresher, internal training, certification, and ramp programs.
  • Define, track, and report onboarding KPIs including time to value, completion, training participation, content use, and early adoption.
  • Use customer data, AI, automation, and feedback to identify friction and improve onboarding outcomes.
  • Partner with Product and Marketing to address adoption barriers, support releases, and maintain content standards.
  • Define the future structure, documentation, hiring plan, and scale strategy for the Onboarding & Enablement function.

Requirements

  • 5+ years of experience in customer onboarding, implementation, customer education, or enablement within B2B SaaS or tech-enabled services.
  • 3+ years owning an end-to-end program or leading a team.
  • Experience building or materially rebuilding an onboarding or implementation program with measurable results.
  • Hands-on experience creating knowledge base articles, video tutorials, presentations, one-pagers, and structured training curricula.
  • Experience driving adoption of a customer-facing portal or platform.
  • Ability to lead cross-functional programs without direct authority and maintain clear accountability.
  • Ability to operate independently as a founding function owner and make proactive recommendations.
  • Proficiency with enablement, support, video, learning management, and CRM tools such as HubSpot.
  • Bachelor’s degree required; business, communications, education, or related field preferred.
  • Instructional design, adult learning, or legal services, personal injury, or litigation-technology experience preferred.
  • Ability to travel up to 20%.
  • Authorization to work in the United States without current or future employer-sponsored visa support.

Benefits

  • Base salary of $84,000–$114,000 annually.
  • Discretionary bonus opportunity.
  • Medical, dental, and vision coverage.
  • Company HSA contributions for HDHP participants and flexible spending accounts.
  • 401(k) plan with company match.
  • Paid vacation, sick time, select holidays, and parental leave.
  • Company-paid short-term disability coverage plus optional supplemental insurance plans.

Interested in this position?

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