Customer Onboarding Manager

Insight Global; Reading (Berks County); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan with employer matching

Paid sick leave and paid time off

Job summary

Insight Global in Reading, Berks County, is looking for an experienced professional to lead their Onboarding Program Design & Execution. The role includes creating onboarding programs from handoff to activation and delivering training to customer teams.

The ideal candidate has 5-8 years in customer onboarding for SaaS products, experience managing projects, and a background in telematics or fleet management is a plus. Competitive compensation and benefits offered.

Qualifications

• 5–8 years of experience in Customer Onboarding or similar roles.
• Experience managing projects with multiple stakeholders.
• Background in SaaS or technical products is preferred.

Responsibilities

• Co-create the onboarding program for customers.
• Partner with Sales for effective handoff.
• Develop role-based training programs for customer teams.

Skills

Customer onboarding expertise

Project management

Technical proficiency

CRM systems knowledge

Training development

Tools

HubSpot

Project management tools

Job description

Onboarding Program Design & Execution

• Co‑create the end‑to‑end onboarding program for customers, from close‑won handoff through full activation and CSM transition.
• Co‑design onboarding journeys segmented by customer size, complexity, use case, and integration requirements.
• Develop and maintain all onboarding assets: project plans, milestone trackers, enablement materials, configuration guides, training curricula, and handoff documentation.
• Define and enforce time‑to‑first‑value benchmarks for each customer segment, and build the workflows to hit them consistently.
• Personally lead onboarding engagements for enterprise and high‑complexity accounts in the near term, transitioning delivery to your team as the function scales.
• Continuously audit onboarding quality, time‑to‑value metrics, and activation rates — improving the program based on what the data tells you.

Customer Handoff: Sales to Onboarding

• Partner with Sales to establish a structured, consistent close‑won handoff, ensuring no context is lost between the sales cycle and the onboarding engagement.
• Participate in handoff calls with Sales and the customer to capture success criteria, stakeholder context, technical environment details, and known risks.
• Ensure every onboarding engagement begins with a clear, documented understanding of what the customer bought, why they bought it, and what success looks like to them.
• Set accurate customer expectations on onboarding timelines, milestones, and required participation from the customer’s side.

Customer Handoff: Onboarding to CSM

• Partner with the assigned CSM throughout the onboarding engagement, keeping them informed, looping them in at key milestones, and ensuring they inherit a relationship, not a file.
• Define and enforce clear handoff criteria: what does "onboarding complete" actually mean, and how do we prove it before transitioning the account?
• Deliver a structured, comprehensive handoff package to the CSM: account health baseline, adoption status, open items, customer personality notes, and recommended next steps.
• Ensure the customer experiences the transition as a graduation, not an abandonment.

Training & Customer Enablement

• Develop and deliver role‑based training programs for customer teams, from frontline fleet operators to administrators to executive stakeholders.
• Build scalable enablement resources: video walkthroughs, self‑service guides, onboarding portals, and knowledge base content customers can return to after go‑live.
• Translate the platform’s technical complexity into clear, operationally relevant language that fleet operators can act on immediately.
• Customize training delivery to the customer’s operational context, not a one‑size‑fits‑all curriculum, but one that maps to how their fleet actually runs.
• Assess and document customer competency at the close of onboarding, identifying any enablement gaps that require CSM follow‑through post‑handoff.

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 the expectation, not a transitional state.
• 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.

Compensation

$90-120K. Exact compensation may vary based on several factors, including skills, experience, and education.

Benefits

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401(k) retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.