Manager, Customer Onboarding

About the Role

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.

This person will work with the Onboarding team to define department goals and areas for growth. The onboarding team works with fleet professionals, IT teams, executives, and various stakeholders to onboard Fleetio. This is a leadership role accountable for shaping how Fleetio customers experience value from day one. You’ll partner cross-functionally with Sales, Product, Customer Success, and Marketing to refine our onboarding strategy, optimize delivery processes, and influence customer lifecycle outcomes.

About Fleetio

Fleetio is a modern software platform that helps thousands of organizations around the world manage their fleet operations. Transportation technology is a hot market and we’re leading the charge, with raving fans and new customers signing up every day. We raised $450M in our Series D round in March of 2025 and are on an exciting trajectory as a company. Fleetio is also a proud founding member of the Rails Foundation!

Your Impact

• 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

Your Experience

• 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

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

Equal Opportunity Employer

Fleetio provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment. We celebrate diversity and are committed to creating an inclusive environment for all. All employment is decided on the basis of qualifications, merit and business need. This application is not intended to and does not create a contract or offer of employment. Employment with Fleetio is at will.