Director of Onboarding – Enablement

ZipLiens

. Own the end-to-end new customer implementation experience from signed agreement through steady state .

Posted 9/24/2026full-timeRemote • Kentucky • United StatesLead💰 $84,000 - $114,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer onboarding and implementation within B2B SaaS, with a strong focus on content creation, program management, and cross-functional collaboration. Proven ability to design and execute onboarding frameworks that drive customer adoption and satisfaction.

Highest-signal resume keywords

Customer Onboarding ManagementContent Creation ExperienceCross-Functional Program LeadershipEnablement Tool ProficiencyInstructional Design Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Onboarding Program DevelopmentImplementation StrategyKPI Definition and ReportingRoot Cause AnalysisTraining Curriculum Design

Soft Skills

Interpersonal CommunicationProblem-SolvingOwnership and AccountabilityCollaborationAdaptability

Tools & Technologies

Knowledge Base PlatformsLearning Management SystemsCRM (HubSpot)Video and Screen Capture ToolsHelp Center Platforms

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

B2B SaaSCustomer EducationTech-Enabled ServicesLegal ServicesLitigation-Adjacent Technology

About the role

Key responsibilities & impact

Own the end-to-end new customer implementation experience from signed agreement through steady state
Create and operate a standard onboarding framework with owners, stage gates, service commitments, and measured time to value
Define onboarding paths for standard, pilot, custom, cross-product, and vertical-specific engagements
Coordinate onboarding across Customer Success, Account Management, Operations, Product Support, Sales, Partnerships, Product, Finance, and Marketing
Identify off-track onboardings, perform root cause analysis, and lead interventions
Build customer-facing knowledge bases, tutorial and walkthrough videos, one-pagers, training decks, and portal adoption materials
Design and deliver kickoff, live, self-serve, refresher, internal training, certification, and ramp curricula
Establish content governance with versioning, review cadence, named owners, and brand consistency
Define and report onboarding and enablement KPIs, including completion, time to value, training participation, content utilization, and early adoption
Use AI and data to identify customer friction, improve onboarding, and develop content and automation
Collect post-onboarding feedback and translate it into program changes
Surface onboarding and adoption friction to Product and advocate for improvements
Own the Sales-to-Onboarding handoff and the transition from onboarding to ongoing account management
Design the Onboarding & Enablement function, including structure, roles, documentation, and hiring sequence
Design the program for expansion into new verticals and business lines

Requirements

What you’ll need

5+ years in customer onboarding, implementation, customer education, or enablement within B2B SaaS or tech-enabled services, including 3+ years owning a program end to end or leading a team
Demonstrated experience building an onboarding or implementation program from scratch, or materially rebuilding one, with measurable results
Hands-on content creation experience across knowledge base articles, video tutorials, decks, one-pagers, and structured training curriculum
Experience driving adoption of a customer-facing portal or platform
Proven ability to run programs across teams that do not report to them, with clear ownership and follow-through
Proven ability to operate as a founding function owner, setting priorities independently and bringing forward recommendations rather than open questions
Proficiency with enablement and support tooling, including knowledge base and help center platforms, video and screen capture tools, learning management systems, and CRM such as HubSpot
Instructional design or adult learning experience is preferred
Bachelor's degree required; focus in business, communications, education, or a related field is preferred
Experience in legal services, personal injury, or litigation-adjacent technology is preferred
Ability to travel up to 20%
Applicants must be authorized to work in the United States without the need for employer-sponsored visa support now or in the future

Benefits

Comp & perks

Private Health Care Plan (Medical, Dental & Vision)
Company HSA contributions for HDHP participants
Flexible Spending Accounts (Health & Dependent Care)
Company-Paid Short-Term Disability Coverage
Voluntary Long-Term Disability, Life, AD&D, and Supplemental Coverage Options
401(k) Plan with Company Match
Paid Time Off (Vacation, Sick Time & Select Holidays)
Paid Parental Leave
Opportunity for a discretionary bonus