Customer Onboarding Manager Full Time NEW

About CameraMatics

CameraMatics is a high-growth, AI-powered fleet intelligence SaaS platform helping organisations across the UK, Europe, and North America reduce risk, improve driver behaviour, and unlock operational insight. Following our recent Series B, we are scaling our commercial and customer organisations to meet rising enterprise demand from customers. How a customer experiences their first 90 days with us is the single biggest predictor of long-term success, expansion, and advocacy. This role owns that experience.

The Role

The Customer Onboarding Manager owns the end-to-end customer onboarding journey from contract signature to day-90 handover into steady-state Customer Success. You are the named project owner for every new customer in your portfolio — accountable for the Success Plan, install coordination, training scheduling, go-live, and adoption baseline at handover.

This is a hybrid role: part project manager, part customer relationship owner, part trusted advisor. You will not run every training session, but you will lead kickoffs, deliver high-stakes customer-facing moments, and step into bespoke training for enterprise accounts when the project demands it.

You will work alongside Account Executives, Customer Success Managers, the Training & Enablement team, Solutions Engineering, and our field installation partners. The goal is simple: customers reach measurable first value faster, more consistently, and with a relationship that sets up renewal and expansion from day one.

What You’ll Own

Customer Journey Ownership (Day 0 to Day 90)

• Lead joint kickoff calls with the AE and CSM, transferring relationship context cleanly and setting customer expectations for the onboarding journey

• Build and own the Success Plan with each customer, defining what “good” looks like at 30, 60, and 90 days against measurable adoption and value criteria

• Hold customers, internal teams, and external installers accountable to milestones — pushing back constructively when scope, sequencing, or readiness is at risk

• Run the day-90 QBR jointly with the CSM, formally closing onboarding and handing over a documented adoption baseline

Project Execution

• Coordinate hardware installs across single-site and multi-site enterprise customers, working with internal Operations and external installer partners

• Sequence the rollout correctly — admin training before installs, phased install waves, driver comms aligned to fitment schedule

• Manage dependencies, risks, and escalations across multiple concurrent onboardings (typically 6–10 active projects)

• Maintain accurate project status, forecasts, and reporting in Salesforce and project tooling

Customer-Facing Delivery

• Lead kickoff sessions, Success Plan reviews, executive check-ins, and milestone meetings

• Deliver bespoke admin training for enterprise and complex multi-site customers where relationship continuity matters

• Run reinforcement working sessions during the 30/60/90 to address adoption gaps surfaced by usage data

• Step in to cover standardised training when the Training & Enablement team has capacity overflow

Cross-Functional Partnership

• Partner with the Training & Enablement Specialist to direct customers into recurring scheduled training, recorded library content, and office hours rather than building bespoke sessions where standard ones exist

• Partner with Solutions Engineering on technical configuration handover from pre-sales into onboarding

• Partner with the receiving CSM to ensure clean handover at day 90 — adoption baseline, expansion signals, and relationship context all transferred

• Feed structured insights back to Product, CS leadership, and the CRO on common adoption blockers, customer feedback, and process improvement opportunities

Success Metrics

• Time to first value — days from contract signature to first defined value event achieved

• Onboarding completion rate — percentage of customers hitting the day-90 adoption baseline

• Customer satisfaction (post-onboarding NPS or CSAT) — measured at day-90 QBR

• On-time go-live rate — percentage of installs and go-lives delivered to plan

• Handover quality — CSM-rated quality of customer at day-90 transition (informs continuous improvement)

• Concurrent project capacity — sustained delivery of 6–10 active onboardings without slippage

What We’re Looking For

Essential

• 4+ years in customer onboarding, implementation, professional services, or project management within a B2B SaaS environment

• Demonstrable track record of owning multi-stakeholder customer projects end-to-end and delivering against time-to-value metrics

• Strong project management discipline — comfortable with plans, milestones, RAID logs, and holding stakeholders to commitments

• Confident, credible, and articulate in front of customers up to senior management and exec level

• Comfortable delivering customer-facing training sessions when the project requires it (kickoffs, bespoke admin training, reinforcement workshops) — not a primary trainer, but able to stand up and lead a room

• Strong commercial awareness — understands that onboarding sets up renewal and expansion, and behaves accordingly

• Excellent written and verbal communication, including ability to push back on customers and internal stakeholders constructively

• Salesforce experience and comfort with structured CRM and project tooling

Desirable

• Experience in fleet, telematics, transport, logistics, or field services SaaS

• Experience coordinating hardware installations and field installer dependencies

• Experience onboarding enterprise or multi-site customers (50+ vehicles or multiple locations)

• Familiarity with adoption and usage analytics tools

• Additional European language (Spanish, French, German, Dutch)

Who You Are

• Outcomes-focused. — You measure your success by customer value realised, not activity completed.

• Structured. — You build plans, you work plans, and you don’t lose track of the detail across multiple concurrent projects.

• Customer-credible. — Customers trust you because you set clear expectations and meet them — and when something slips, you tell them first.

• Commercially aware. — You understand that a well-onboarded customer is a renewing, expanding customer — and you behave like a partner to Sales and CS, not a delivery silo.

• Comfortable with ambiguity. — We’re a scale-up. Process gaps exist. You help fix them rather than wait for them to be solved.

• Direct. — You give and receive feedback honestly, push back when something isn’t right, and keep things moving.

What You Won’t Do (So You Know What This Role Is Not)

• You won’t be running the standardised recurring customer training calendar — that sits with the Training & Enablement team

• You won’t be doing pre-sales technical demos — that’s Solutions Engineering

• You won’t own the customer relationship beyond day 90 — that’s the CSM

• You won’t be a generalist Customer Success Manager — your remit ends when onboarding ends and the next project begins