Manager, Customer Onboarding - Remote

Overview

We’re looking for an experienced and innovative customer onboarding leader who has worked for a high-growth SaaS company. This person should be laser-focused on customer experience, have a mindset of driving efficiency, and be able to serve as a mentor to their team. We’re more about providing a tailored, consultative implementation process to our customers than going through checklists.

In Short

• Establish a framework for the team to build a strong rapport with key stakeholders, leveraging deep knowledge of the fleet industry.
• 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.
• Define and track key onboarding metrics such as time-to-value and onboarding satisfaction.
• Work with division peers to advocate for both your department and customer needs.
• Report on team and program performance to senior leadership, highlighting risks and opportunities for optimization.

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 track record in coaching and developing remote team members.
• Superior ability to build relationships and mentor team members.

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 drinks & snacks.
• Remote working friendly since 2012.