Offer summary

Qualifications:

5+ years of experience in leading onboarding, enablement, or customer operations teams in a SaaS environment., Strong background in process design and business analysis., Experience managing customer escalations and resolving complex issues cross-functionally., Familiarity with the Salesforce ecosystem is essential; higher education experience is a plus..

Key responsibilities:

Standardize and scale onboarding processes to ensure they are repeatable and measurable.

Define success metrics for onboarding and track performance to drive continuous improvement.

Enhance the customer experience by ensuring a seamless onboarding process and resolving complex challenges.

Lead and mentor the onboarding team, setting clear expectations and fostering a culture of excellence.

Job description

Role: Director of Onboarding and Enablement

Description: Blackthorn is seeking a strategic, operations-focused Director of Onboarding and Enablement to evolve our onboarding function into a more efficient, data-driven, and scalable program. This role is ideal for someone who blends strategic thinking with strong execution and who values both the customer experience and internal process rigor. We’re looking for a leader who can act like a consultant, project manager, and coach—balancing day-to-day delivery with long-term vision, and driving results through people, systems, and insights.

Base Salary: $120,000 - $130,000 + Metric driven bonus

What you’ll do

Standardize & Scale Processes
Design, document, and implement onboarding workflows that are repeatable, measurable, and aligned with time-to-value goals. Continuously evaluate processes for efficiency, gaps, and scalability.
Lead with Data
Define success metrics for onboarding and enablement. Track performance, identify patterns, and report insights to drive informed decision-making and continuous improvement.
Enhance Customer Experience
Ensure that every new customer or partner receives a seamless, high-quality onboarding experience. Act as a point of escalation and coordinate resolution paths when complex challenges arise.
Coach & Manage the Team
Lead, mentor, and hold Onboarding Managers accountable for their performance and professional growth. Set clear expectations, provide feedback, and build a culture of ownership and excellence.
Remain Hands-On
Stay engaged with the onboarding process by managing 1–2 onboarding experiences per month. Use this involvement to remain grounded in customer needs and internal process challenges.

What we look for

5+ years of experience leading onboarding, enablement or customer operations teams in a SaaS environment.
Strong background in process design and business analysis.
Experience managing customer escalations and working cross-functionally to resolve complex issues.
Familiarity with the Salesforce ecosystem is essential.
Higher Education experience is a plus!

What we offer

An incredible team of smart and supportive people
A deep feeling of satisfaction and completion
Fully remote global team working from home
Stock options for every employee
Flexible work week
$400 office stipend
Maternity/Paternity leave
Student loan debt assistance
Pledge 1% - time off during the year for helping nonprofits
Health insurance contribution (if in the US)
Children's 529 college fund assistance (if in the US)

About Blackthorn

We have four native apps on the Salesforce AppExchange for managing Events, collecting Payments, sending Messages, and protecting Data. We’re a growing, distributed team with teammates in countries across the world. We move fast and have a significant structure in our product build process. Everyone on our team has deep experience within their respective roles. Our customers span from 1-person companies to Fortune 500s.

Why is our work important

Our apps continue to be easy to use and setup, due to continuous refinements with our UX. Most apps in our space take weeks to implement; ours take hours, and they work more flexibly, achieving significantly more functionality than our competitors. We believe enterprise apps should be as easy to use as consumer mobile apps.

What the job will bring you

A deep level of satisfaction through ownership of your role. You'll get more autonomy than at other companies (our team has told us). Connection. Our team is tightly knit, assisted through our annual company trip (as we're remote). Challenge. We're trying to move as quick as possible. This is not for you if you want to sit back and chill. As Ray Dalio says about life: "Meaningful work and meaningful relationships" provide meaning to life. We aim to bring this.

While we are a Remote first culture we are currently only able to accept applicants in AZ, CA, CO, FL, GA, IL, KY, MD, MI, MN, MO, MT, NC, NH, NJ, NY, OH, PA, SC, SD, TX, VA, WA, and WI

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