Senior Customer Onboarding Manager

Foley is a modern SaaS company reimagining how safety-sensitive industries hire and manage risk. They are seeking a Senior Customer Onboarding Manager to lead the onboarding experience for high-value clients, ensuring they achieve value quickly from Foley's platform.

Responsibilities:

• 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 or Technology 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