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Role Overview

Foley is seeking a Senior Customer Onboarding Manager to lead and own the onboarding experience specifically for our highest-value clients. This pivotal role focuses on helping complex clients derive value rapidly and seamlessly from Foley's platform. The position involves designing and scaling onboarding processes, fostering strong executive relationships, and ensuring internal alignment among stakeholders to deliver a superior onboarding journey.

Key Responsibilities

Act as the main point of contact and trusted advisor during onboarding for strategic, high-value customers.
Lead the design and implementation of customized onboarding plans that address integrations, workflows, stakeholder coordination, and change management complexities.
Develop and maintain strong, multi-level relationships with senior client executives for alignment on objectives, key performance indicators, and success metrics.
Collaborate cross-functionally with Sales, Product, Support, and Customer Success teams to assure a smooth handoff from sales to ongoing client success.
Continuously improve and scale onboarding frameworks accommodating both personalized white-glove service for enterprise clients and repeatable processes for mid-market accounts.
Identify potential risks proactively and implement mitigation strategies to avoid delays in client time-to-value.
Monitor, analyze, and report key onboarding performance indicators—such as time-to-value, adoption rates, NPS/CSAT scores, and implementation timing—to support ongoing process enhancements.
Mentor and lead onboarding team members, promoting best practices within the organization.

Candidate Profile

5 to 8+ years’ experience in customer success, onboarding, implementation, or program management within a SaaS or technology environment.
Proven success managing enterprise-grade client onboarding with complex technical and operational needs.
Strong multitasking and project management capabilities managing multiple large-scale deployments concurrently.
Executive presence with the ability to influence senior internal and external stakeholders effectively.
Excellent skills in communication, problem-solving, and fostering relationships.
Experience designing or refining onboarding frameworks, playbooks, or methodologies.
Openness to integrating AI tools into daily workflows; familiarity with large language models or generative AI is advantageous.
Experience with platforms like Salesforce, Planhat, or other customer success/implementation tools is a plus.
Knowledge of Department of Transportation or Fair Credit Reporting Act regulations is beneficial.

Work Location & Hours

This primarily remote position is based in the United States and requires working mainly in Eastern Standard Time hours. Periodic visits to company offices are expected for collaboration, training, and events.

About Foley

Foley is revolutionizing how safety-sensitive sectors hire, maintain compliance, and manage risk through a contemporary, AI-enabled SaaS platform serving transportation, construction, distribution, and utility industries. The company values curiosity, strategic thinking, and impact-driven teamwork, with core values centered on teamwork, perseverance, and innovation.

Benefits and Inclusion

Employees receive comprehensive health benefits including medical, dental, and vision plans, a 401(k) retirement plan with company match, paid vacation and holidays, wellness initiatives, and access to employee assistance programs. Foley is an Equal Opportunity Employer committed to an inclusive workplace embracing diversity across all protected characteristics. Reasonable accommodations for applicants are available upon request.

Additional Legal and Privacy Information

Employment is at-will, and no terms in this posting constitute a contract. Massachusetts applicants are protected from mandatory lie detector testing. Foley maintains an Applicant Privacy Policy detailing the handling of personal information during recruitment.

Senior Customer Onboarding Manager