Director of Client Implementation & Enablement

Join FareHarbor as the Director of Client Onboarding & Enablement. In this strategic leadership role, you will oversee a large organization responsible for successfully onboarding new clients and enabling their adoption of our software. You will collaborate closely with various teams to accelerate client acquisition, reduce friction in the client journey, and improve onboarding efficiency. Your success will be measured by faster client go-lives, stronger partnerships with sales and account management, and improved operational excellence.

• Lead and develop a large onboarding and enablement organization, responsible for driving new and existing client revenue across client onboarding builds, trainings, and related implementation functions.
• Define and execute the strategy for Client Onboarding in alignment with FareHarbor’s commercial growth priorities, evolving Onboarding from a primarily transactional function into a strategic, scalable client implementation engine.
• Design and operationalize an updated service model, with delineation between self-service, standard-service, and white-glove, improving handoffs, intake quality, discovery requirements, and role clarity across Commercial teams.
• Experience designing or scaling tiered service models across high-touch and scaled/self-service motions, with a high focus on AI-driven processes
• Demonstrated ability to use data, metrics, and operating discipline to improve performance at scale
• Strong experience building cross-functional processes with Sales, Account Management / Customer Success, Support, Operations, and Product
• Proven track record improving time-to-value, implementation speed, operational efficiency, and customer outcomes
• 10+ years of experience in onboarding, implementation, professional services, customer success, commercial operations, or a related client-facing function in a SaaS company
• Experience leading through change, ambiguity, and organizational evolution
• 5+ years of experience leading leaders and managing multi-layered teams with meaningful operational complexity in a high-growth SaaS or tech-enabled environment
• Experience in B2B SaaS, travel, hospitality or similarly operationally complex environments
• Experience with digital onboarding, video-led training, LMS/help-center content, or client education strategy
• Experience implementing workflow automation, AI-assisted processes, or tooling that reduces manual work and improves consistency
• Familiarity with implementation/build workflows that include technical configuration, client training, and integration coordination