Customer Onboarding Lead

Shiftmove is a profitable B2B SaaS company and the fastest-growing fleet management platform in Europe, born from the merger of Avrios and Vimcar, and now serving tens of thousands of corporate customers across Germany, France, Spain, Switzerland, Poland, and beyond. Most recently, we acquired Optimum and Ocean in France, expanding our footprint and doubling down on one of Europe's largest fleet markets. Our AI-powered platform connects real-time vehicle data with intelligent software so that businesses can procure smarter, control costs, stay compliant, and lead the transition to cleaner mobility, all from one place.

We have a clear goal: one million vehicles managed on our platform by 2027. We are already at 730,000. The next chapter is about execution, and that is where you come in.

• Segmented Educational Pathways: Design and deploy tailored learning journeys based on customer size: 100% digital self-service for Small businesses, hybrid models for Medium accounts, and aligned support for Enterprise clients managed by our CSMs.
• Drive "First Time To Value" (FTTV): Transform onboarding from a descriptive "feature tour" into a value-driven experience that directly addresses the customer's initial pain points and proves ROI immediately.
• Team Leadership: Manage, coach, and develop a dedicated team of 2-3 Onboarding Specialists based in Casablanca, Morocco, instilling a strong culture of customer success and defining clear performance KPIs.
• Content Production & AI Leverage: Rapidly audit, harmonize, and create modern, engaging resources (short video tutorials, in-app guides, interactive webinars, FAQs) replacing outdated, text-heavy manuals using modern AI-driven creation tools.
• Knowledge Base Optimization: Lead the content strategy for our upcoming migration to Intercom, structuring the knowledge base to power AI-driven chatbots and significantly increase self-service deflection.
• Cross-Functional Collaboration: Partner closely with Product, Customer Success, and Support teams to deliver seamless educational content alongside every new feature release and address the root causes of adoption friction.

• Onboarding Impact: You will have the unique opportunity to redesign and scale our customer onboarding engine from the ground up. You are the architect of how customers experience Shiftmove.
• True Ownership: We hire you for your expertise; you will have the creative freedom to innovate how our customers learn and adopt our technology.
• PE-Backed Context: Our PE-backed environment means your work directly influences how the business is valued and how decisions get made at the top.
• A Measurable Mission: Join a company on a mission that is actually measurable: one million vehicles, cleaner fleets, and a category being built in real time.

With over 20 nationalities, we are united by our dedication and a shared belief in our purpose: to simplify mobility operations for businesses. Different backgrounds, career paths, and perspectives are what make the work better.

What we care about is simple: people who take responsibility, make it happen, and care deeply about the work. If you're unsure whether you fit, apply anyway. And if you need anything adjusted during the process, just tell us, and we'll make it work.

As our Customer Onboarding Manager, you will take full ownership of the learning journey across the entire Shiftmove portfolio in France (Optimum and Ocean), ensuring our customers realize the value of our platform from day one. Based in our Barcelona office, you will work side-by-side with our Customer Journey Manager and report to the Director of Customer Experience.

This is a true build phase. Today, our onboarding is highly manual; tomorrow, it needs to be a scalable, segmented engine. You will lead and develop a dedicated team of Onboarding Specialists and leverage modern AI tools to turn deep product knowledge into a measurable competitive advantage. You will sit at the crossroads of Product, Customer Success, and Support to build an educational strategy that reduces "how-to" support tickets and drives long-term retention.

• SaaS Enablement Experience: Several years of experience building customer education, onboarding, or training strategies within a fast-paced B2B SaaS or Scale-up environment.
• Technical and AI Appétence: Skill proficiency with modern customer communication platforms (Intercom, Zendesk), video/content software (Loom, Articulate, Descript), and a strong appetite for using AI tools to scale content production.
• Value-Driven Communication: Exceptional ability to translate highly technical features into simple, engaging learning moments tailored to the user's business needs (from a busy SME owner to a dedicated Fleet Manager).
• Language Skills: Native/Bilingual French paired with professional fluency in English to collaborate effectively across our international group.

• The Foundation is Built ("Progress over perfection"): A baseline of harmonized, digital-first content is live and actively used by customers across both Optimum and Ocean platforms.
• Segmented Pathways are Running: Small and Medium customers are routed through distinct, scalable onboarding journeys that fit their specific needs and schedules.
• Ticket Deflection: A measurable reduction in the volume of basic "how-to" tickets reaching the Support team (which currently make up 60% of volume).
• Measurable Satisfaction: The core onboarding team is aligned on clear metrics, and transactional CSAT/NPS for the onboarding phase shows a clear upward trend.