Director of Client Onboarding & Enablement

Director of Client Onboarding & Enablement

Denver

At Fare Harbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, Fare Harbor creates powerful tools that enable our clients (think boat rentals, museums, food tours, events and more!) to operate and grow.

With over 20,000 clients across 90+ countries—we're the largest in our industry and shaping the future of travel, together.

Our team is an 'Ohana of 1,000+ people around the world. We're passionate about pioneering an industry, embracing challenges with open arms, and delivering value to the experiences industry.

Fare Harbor Core Values:

• Think Client First
• We Are One 'Ohana
• Be Curious and Learn
• Own It.
• Act With Integrity
• Embrace the Challenge

Why Fare Harbor?

Founding Fare Harbor 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.

About the Role

Fare Harbor 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  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.

What you'll do here:

• Lead the Client Onboarding & Enablement Organization
• Own and Evolve the Onboarding Strategy
• Accelerate Client Launches and Improve Commercial Outcomes
• Build a Scalable Service Model
• Drive Automation, AI, and Digital Enablement
• Strengthen Operational Excellence

What Success Looks Like

• 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

Requirements:

• 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…