[Hiring] Director of Onboarding & Enablement @ZipLiens

Role Description

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
• 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.

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%.

Requirements

• 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.

Benefits

• 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.