We are seeking a Director of Onboarding & Enablement to own how new customers, primarily in our Single Event lien resolution vertical, get from signed agreement to fully running on Zipliens, and to build the training and content library that makes that experience consistent at scale.
This is a founding role. Reporting to the VP of Customer Success, you will own the design and execution of the new customer implementation experience end to end, along with every asset that supports it: internal training and certification, the external knowledge base, tutorial videos, deck content, one-pagers, and in-product guidance. Onboarding today runs on an undocumented framework and a capable team. What it does not yet have is a single owner, measured outcomes, or a content system that keeps pace with the product.
You will build that. You will also define what this function needs to become and make the hiring recommendations that get it there. This role suits someone who has done this before and can operate from a blank page without waiting for direction.
In your first year, you will focus on:
- Create a standard Onboarding framework and take it from a documented roadmap to a running program with named owners, stage gates, service commitments, and a measured time to value.
- Define distinct onboarding paths for standard, pilot, and custom engagements, aligned to how we package and sell.
- Build the customer-facing enablement library: knowledge base, tutorial videos, one-pagers, and training decks, with a governance model that keeps it current.
- Build the internal enablement curriculum and ramp plan for Customer Success Managers, Account Managers and cross-functional peers, including a defined competency bar.
- Instrument onboarding KPI's: completion rates, time to first intake, training participation, and early adoption, reported on a set cadence.
- Recommend the structure, sequencing, and first hires for the Onboarding & Enablement function.
RequirementsResponsibilities:Onboarding Program Ownership
- Program Design: Own the end-to-end new customer implementation experience, from signed agreement through steady state, including stage definitions, named owners on both sides, timelines, and service commitments.
- Execution Accountability: Run onboarding across the book of business, coordinating with Customer Success Managers, Account Managers, Operations Leads, and Product Support so every customer receives the same standard of experience.
- Path Differentiation: Define and maintain onboarding paths by package and segment, including pilots, custom engagements, cross-product deals, and vertical-specific structures such as Mass Tort matters and programs.
- Recovery Ownership: Identify onboardings trending off track and own the intervention, including root cause analysis that feeds back into program design.
- Early Risk & Strategic Alignment: Partner with leaders across Customer Success, Sales & Partnerships, Lien Resolution Operations, Product, and Finance to surface implementation risk early, while it is still correctable, and to align onboarding decisions with broader portfolio health and revenue-impacting strategy.
Enablement Content & Collateral
- External Content: Start and own the customer-facing knowledge base, tutorial and walkthrough video library, one-pagers, and training materials that support portal adoption and workflow best practices.
- Training Delivery: Own kickoff and training curriculum design, including live sessions, self-serve paths, and refresher training available for the life of the partnership.
- Internal Enablement: Build and maintain internal training, certification, and ramp materials for customer-facing teams, and identify capability gaps to fill through structured curriculum.
- Content Governance: Maintain a single source of truth for all enablement content, with versioning, review cadence, named owners, and brand and voice continuity with marketing guides.
Measurement & Continuous Improvement
- KPI Ownership: Define and report onboarding and enablement KPIs, including time to value, onboarding completion, training participation, content utilization, and early adoption.
- AI & Data Enablement: Leverage AI and data to optimize how onboarding runs and what it produces, using adoption, completion, and support signals to pinpoint where customers stall, then applying automation and AI-assisted content development to remove that friction and improve early customer outcomes.
- Feedback Loop: Own post-onboarding feedback collection and translate results into program changes rather than observations.
- Product Partnership: Surface onboarding and adoption friction to Product with supporting evidence, and advocate for changes that reduce implementation effort.
Cross-Functional Partnership
- Sales & Business Development: Own the receiving end of the handoff, including the scope, success criteria, and customer context required for onboarding to start cleanly.
- Customer Success: Partner with the Director of Customer Success on the transition from onboarding to ongoing account management, ensuring nothing is dropped at the seam.
- Lien Resolution Operations: Partner with Single Event Operations so customer-facing training reflects how work actually moves through the operation.
- Marketing & Product Marketing: Partner with Marketing on brand, voice, and production standards for customer-facing collateral and video; partner with our Product Marketing Manager on strategies and content around new releases, value proposition, and objection handling.
Founding Responsibilities
- Function Design: Define what the Onboarding & Enablement function needs to be at our current scale and at our next one, and recommend structure, roles, and hiring sequence accordingly.
- Documentation: Build the documentation that lets the program run without depending on one person's memory.
- Scale Readiness: Design for extension into new verticals and business lines from the outset, so growth does not require rebuilding the program.
Qualifications:- 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 formats: 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, such as knowledge base and help center platforms, video and screen capture tools, learning management systems, and CRM (e.g., 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%.
BenefitsBenefits- 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
Pay Disclosure: The total base salary range for this role is $84,000 - $114,000 annually, with an opportunity for a discretionary bonus. Final compensation will be determined based on skills and experience.
Work Authorization: Applicants must be authorized to work in the United States without the need for employer-sponsored visa support now or in the future.
