Director of Onboarding and Enablement

Role: Director of Onboarding and Enablement

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. Important note: Experience in the event technology space is highly desirable, especially with customers in higher education and healthcare. Blackthorn Events is our flagship product, and the majority of our customers use it to power complex event workflows, including campus admissions events, virtual and hybrid conferences, and healthcare trainings.

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—particularly as they relate to onboarding customers onto Blackthorn Events.
• 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.
• Proven experience with event technology platforms, preferably with clients in higher education or healthcare.
• 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!