Director of Onboarding & Enablement (Remote)

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.