Manager, Customer Onboarding

Summary

Join Fleetio, a high-growth SaaS company, as an experienced and innovative customer onboarding leader. You will work with the Onboarding team to define department goals and areas for growth, partnering with various teams to refine onboarding strategy and optimize delivery processes. This leadership role focuses on shaping how Fleetio customers experience value from day one, managing 15+ concurrent onboardings across customer segments. You will establish a framework for the team, organize a customer-facing rollout plan, define and track key onboarding metrics, and report on team performance to senior leadership. The ideal candidate has 5+ years in SaaS onboarding with 2+ years leading high-performing teams and a proven track record in coaching and developing remote team members.

Requirements

• 5+ years in SaaS onboarding, customer success, or implementation, including 2+ years leading high-performing teams
• Experience scaling onboarding operations or evolving onboarding strategy in a high-growth environment
• Familiarity with building or refining onboarding processes across segments (SMB, mid-market, enterprise)
• Proven and consistent track record in coaching and developing remote team members, and achieving objectives assigned
• Superior ability to build relationships and put others first while also mentoring and giving candid feedback

Responsibilities

• Establish a framework for the team to build a strong rapport with key stakeholders, leverage deep knowledge of the fleet industry, and outline precise solutions to complex problems
• Lead a team managing 15+ concurrent onboardings across customer segments (SMB to Enterprise)
• Organize and institute a customer-facing rollout plan, consultation procedures, and customer training outline that delivers onboarding experiences across various integrations, fleet types, and IT environments
• Define and track key onboarding metrics such as time-to-value, onboarding satisfaction (CSAT/NPS), and implementation cycle time
• Work with division peers to advocate for both your department and customer needs
• Report on team and program performance to senior leadership, highlighting risks, trends, and opportunities for optimization

Benefits

• 100% dental/health coverage (50% for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks
• 12 company holidays + 2 floating holidays
• Parental leave- birthing parent (16 weeks paid) non-birthing (4 weeks)
• FSA & HSA options
• Short and long term disability (short term 100% paid)
• Community service funds
• Professional development funds
• Wellbeing fund - $150 quarterly
• Business expense stipend- $125 quarterly
• Mac laptop + new hire equipment stipend
• Monthly catered lunches
• Fully stocked kitchen with tons of drinks & snacks
• Remote working friendly since 2012 #LI-REMOTE