Director of Onboarding & Enablement

Zipliens is a leading lien resolution company that specializes in streamlining the lien resolution process for personal injury law firms. We are looking for proactive, results-driven individuals to join our dynamic team. 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. Requirements Responsibilities: 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....