Director of Client Onboarding & Enablement

Founding FareHarbor required unwavering passion. Turning a start-up into the world’s leading and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we’ve helped over 20,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.

And since day one, we’ve known that our real success lies in our people—the Ohana.

With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to work—to believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.

From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can’t wait to see all that’s to come.

FareHarbor is seeking a strategic, operationally strong, and innovative leader to serve as our Director, Client Onboarding & Enablement. This role will lead a large, manager-led organization responsible for helping new clients join and adopt our software successfully, supporting select live-client technical build and training needs, and enabling our commercial success through training streamlined operations while evolving our onboarding model to scale with the business.

This leader will sit at the center of the Commercial organization, partnering closely with Sales, Account Management, Support, Operations, and Product to accelerate client acquisition, reduce friction across the client journey, and improve the efficiency and effectiveness of onboarding at scale. The role will oversee and accelerate dashboard building and implementation, client training, select live-build and live-training workflows, and website integrations, while helping shape the future structure of those services over time.

Success in this role will require a leader who can both run a complex organization and transform it: building more scalable and repeatable onboarding experiences, introducing digital and automated solutions, and aligning service delivery to improve client activation, operational efficiency, and long-term customer value.

Lead and develop a large (50+ person), manager-led onboarding & enablement organizations, responsible for driving new and existing client revenue across client onboarding builds, trainings and related implementation functions

Set clear direction, operating rhythms, and increasing performance expectations for leaders and teams alike

Ensure our teams are set up for success with core knowledge trainings and that we are tracking and improving performance as we grow

Build a high-accountability, high-trust culture that is motivated by client impact, operational rigor, innovation, and continuous improvement

Coach and develop managers and emerging leaders, strengthening bench depth and succession planning

Define and execute the strategy for Client Onboarding in alignment with FareHarbor’s commercial growth priorities

Evolve Onboarding from a primarily transactional function into a strategic, scalable client implementation engine that supports both acquisition and retention/expansion

Build a more connected client journey across pre-sale, onboarding, go-live, and post-live support in partnership with Sales, AM, Support, and Ops

Own performance against key onboarding outcomes, such as time-to-live, Sales and AM Enablement

Improve Onboarding scalability, with a focus on speed, quality, and predictability without compromising client experience

Strengthen Onboarding’s role in supporting Sales and AM through technical consultations, retrainings and expansionary support

Design and operationalize an updated service model, with delineation between self-service, standard-service, and white-glove

Clarify what should be high-touch, guided-touch, low-touch, or self-serve across the onboarding journey

Improve handoffs, intake quality, discovery requirements, and role clarity across Commercial teams

Lead efforts to identify and implement automation and AI-enabled solutions that improve consistency, reduce manual work, and increase organizational capacity, including more repeatable training formats and digital education paths

Partner with Commercial Operations and other teams to improve tooling, workflow visibility, reporting, and process efficiency

Establish clear metrics, dashboards, and operating cadences that improve prioritization, resource allocation, and performance management

Simplify and standardize fragmented workflows across tools, channels, and teams

Ensure the team can scale while maintaining strong client experience and business impact

Faster, more predictable client go-lives that lead to longer retention

Stronger and earlier partnership with Sales to support Closed Business and Onboarding readiness

Stronger partnership with AM to support retention, feature adoption, and expansion readiness

Lower cost per onboard through better segmentation, self-service, and automation

A clearer service model by tier, with improved experience for both high-value and lower-tier clients

Greater workflow consistency, less manual work, and more scalable onboarding delivery

A team culture that remains process-oriented where needed, but is more flexible, experimental, and innovation-driven

10+ years of experience in onboarding, implementation, professional services, customer success, commercial operations, or a related client-facing function in a SaaS company

5+ years of experience leading leaders and managing multi-layered teams with meaningful operational complexity in a high-growth SaaS or tech-enabled environment

Proven track record improving time-to-value, implementation speed, operational efficiency, and customer outcomes

Experience designing or scaling tiered service models across high-touch and scaled/self-service motions, with a high focus on AI-driven processes

Strong experience building cross-functional processes with Sales, Account Management / Customer Success, Support, Operations, and Product

Demonstrated ability to use data, metrics, and operating discipline to improve performance at scale

Experience leading through change, ambiguity, and organizational evolution

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