Customer Success Manager

We are seeking a Senior Customer Onboarding Manager to own and lead the onboarding experience for Foley's high-value clients. This role will focus on ensuring that our largest and most complex customers achieve value quickly and efficiently from Foley's platform. The Senior Manager will be responsible for designing scalable processes, building strong executive-level relationships, and driving alignment across internal stakeholders to deliver a world-class onboarding journey. This is a highly visible, strategic role that requires a balance of project management, client advocacy, process optimization, and leadership. What You'll Do Own Upper Strategic Onboardings: Serve as the primary point of contact and trusted advisor during the onboarding phase for high-value clients. Strategic Program Leadership: Develop tailored onboarding plans that account for complex integrations, custom workflows, multi-stakeholder engagement, and change management. Executive Stakeholder Management: Build strong, multi-threaded relationships with senior customer contacts to ensure alignment on business goals, KPIs, and success criteria. Cross-Functional Collaboration: Partner with Sales, Product, Support, and Customer Success to ensure a seamless transition from sales to success. Process Optimization: Design, refine, and scale onboarding frameworks that support both white-glove service for Enterprise and repeatable processes for mid-market customers. Risk Management: Proactively identify and mitigate risks that could delay or impact time-to-value. Metrics & Reporting: Track and report on onboarding KPIs (time-to-value, adoption, NPS/CSAT, implementation timelines) and use insights to drive continuous improvement. Mentorship & Leadership: Provide guidance to onboarding team members and help elevate best practices across the organization. Who You Are 5-8+ years of experience in Customer Success, Onboarding, Implementation, or Program Management within a SaaS or Technology company. Proven track record managing Enterprise-level client onboarding with complex technical and operational requirements. Exceptional project management skills with the ability to manage multiple large-scale implementations simultaneously. Strong executive presence and ability to influence senior stakeholders both internally and externally. Excellent communication, problem-solving, and relationship-building skills. Experience building or improving onboarding frameworks, playbooks, or methodologies. Openness to leveraging AI in daily work (Experience with LLMs and/or Generative AI is a plus) Familiarity with tools such as Salesforce, Planhat, or other CS/implementation platforms is a plus. Familiarity with Department of Transportation or Fair Credit Reporting Act regulations is a plus. Location: This role is primarily remote (US based) and will work in primarily EST hours, with the expectation of occasional visits to our offices for team collaboration, training, or company events. About us At Foley, we’re reimagining how safety-sensitive industries hire, stay compliant, and manage risk. We’ve evolved into a modern SaaS company with an all-in-one, AI-ready platform that helps transportation, construction, distribution, and utility businesses operate faster, smarter, and safer. As we continue to grow, we’re looking for curious, strategic thinkers who thrive in complexity, are motivated by making an impact, and want to join a team that’s passionate about building great products and supporting customers. Our core values — Teammateship, Grit, and Innovation — guide everything we do. Whether we’re collaborating internally or helping customers, we approach every challenge with optimism, humor, and a shared commitment to success. Benefits Foley offers a comprehensive benefits package that includes medical, dental, and vision coverage, a 401(k) with company match, paid time off and holidays, wellness programs, and an employee assistance program. Equal Employment Opportunity Foley is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other legally protected characteristic. Reasonable Accommodations If you require a reasonable accommodation during the application or interview process, please contact us at View email address on click.appcast.io Employment Status Employment with Foley is on an at-will basis. Nothing in this job posting or in future communications should be construed as a contract of employment. Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Privacy Policy: Please see our Applicant Privacy Policy for more information on how Foley processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.