Customer Onboarding Manager

Manager, Customer Onboarding

The ideal candidate combines customer-facing leadership experience with strong project management and implementation expertise. They are passionate about driving customer outcomes, operational excellence, and scalable onboarding processes that accelerate time-to-value and support customer retention and growth.

Experience:

• 5–8 years of experience in Customer Onboarding, Implementation, or Customer Success, with at least 2 years in a team lead or management capacity
• Demonstrated experience building or significantly improving an onboarding function, 0-to-1 or rebuild experience is strongly preferred
• Proven track record onboarding enterprise or mid-market clients on technically complex SaaS products
• Experience managing multi-stakeholder onboarding projects with formal project management discipline
• Comfortable personally delivering onboarding and training while simultaneously managing a team, the player-coach model is not a transitional state here; it's the expectation
• Bonus: Background in Telematics, Fleet Management, Transportation, Logistics, industrial SaaS, or operational technology environments

Technical Skills:

• Technically proficient enough to lead product configuration, manage light integrations, and troubleshoot implementation issues without escalating everything to Engineering
• Familiarity with fleet management systems, telematics platforms, or asset tracking tools is a meaningful differentiator
• Proficiency in CRM and CS platforms, HubSpot strongly preferred
• Experience with project management tools
• Comfortable building and maintaining enablement content: training decks, how-to guides, video walkthroughs, onboarding portals

Competencies & Characteristics:

• Builder's mindset: You don't need a playbook to get started, you write the playbook. You're comfortable with ambiguity and energized by the opportunity to create structure where little to none exists.
• Consultative communicator: You can sit across from a VP of Fleet Operations and explain a complex integration in terms that land, without condescending, without over-simplifying, and without losing credibility.
• Project discipline: Your onboardings don't drift. Timelines are tracked, milestones are owned, and customers know exactly where they are in the process at all times.
• Technically credible: You don't need to write code, but you need to understand how the system works well enough, so that customers trust your guidance and Engineering respects your judgment.
• Customer activation obsession: You don't declare victory at go-live. You declare victory when the customer can demonstrate, in their own words and with their own data, that the platform is working for them.
• Collaborative: You work fluidly with Sales, CSMs, Product, and Support. The onboarding motion doesn't succeed in isolation, and you know it.

Education:

• Bachelor's degree required: Business, Operations, Information Systems, or related field
• PMP or equivalent project management certification preferred
• HubSpot CRM certification required at time of hire or within 90 days of start date

Job Description:

In our early days, the Manager, Customer Onboarding will a player-coach. We need a builder responsible for owning the full onboarding lifecycle for customers. Reporting to the Director of Customer Success, this role will ultimately lead a team of onboarding specialists while personally handling onboarding motions in the early stages of the function's development. As we mature, this role will transition to a people leader that will also be hands-on with more complex or strategic onboarding efforts. This is not a project coordination role. It is a customer activation role. The Manager, Customer Onboarding, is accountable for ensuring every new customer reaches time-to-first value as quickly and confidently as possible, through structured onboarding programs, hands-on enablement, strategic training, and some implementation and configuration support. You will receive customers from Sales at close-won, partner closely with the assigned Customer Success Manager throughout the onboarding journey, and execute a clean, context-rich handoff to the CSM when the customer is fully activated and ready to scale.

Onboarding is where we win or lose the customer. This role owns that moment. Fleet operators are busy, operationally focused, and often skeptical of new technology. The window to prove value is narrow. This role exists to make sure that window is used well and that customers don't just get set up, but that they understand what they have, know how to use it, and can already point to outcomes before the onboarding engagement closes. You'll build the onboarding framework from the ground up. You'll run it yourself on key accounts, and you'll develop the team and tooling needed to scale it without sacrificing quality.