Onboarding Manager

Remote (United States)

Job Details

Department: Customer Operations

Compensation: $75,000-$90,000 per year

About the Role

As an Onboarding Manager, you will own the end-to-end onboarding experience for new customers, from kickoff through go-live. You will manage account configuration and testing, guide customers through implementation, troubleshoot setup and integration issues, and coordinate with internal teams to ensure a smooth transition into ongoing support.

You will also help improve and scale the onboarding process by refining playbooks, templates, documentation, and reporting while managing multiple customer implementations at the same time.

What You’ll Do

• Own the complete onboarding experience for new restaurant customers, managing each implementation from the initial kickoff through go-live.
• Configure and thoroughly test each customer account to ensure it accurately reflects the restaurant's voice, menu, operating hours, and policies from day one.
• Communicate clearly, professionally, and warmly with restaurant owners and staff through email, phone, and text, including customers who may have limited technical experience.
• Troubleshoot account setup and integration issues involving point-of-sale systems, reservation platforms, and other connected technologies, and appropriately escalate issues to Product or Engineering when needed.
• Manage multiple customer onboardings at the same time while keeping each account on schedule and preventing implementation delays.
• Create, maintain, and continuously improve onboarding playbooks, templates, and documentation to make the onboarding process faster, more scalable, and more consistent as the business grows.
• Partner closely with Sales and Customer Support to ensure smooth customer handoffs both at the beginning of onboarding and after onboarding is complete.
• Track and report key onboarding metrics, including time-to-go-live, completion rate, and early activation, while identifying recurring patterns and opportunities to improve the onboarding process.

Qualifications

• 2–4+ years of experience in B2B SaaS implementation or customer onboarding.
• Excellent written and verbal communication skills, with a kind, empathetic, and customer-first approach.
• Strong organizational and process-management skills, with the ability to create structure rather than wait for established processes.
• Comfort working in an early-stage environment where priorities, processes, and workflows may still be evolving.
• A scalable problem-solving mindset, with the ability to resolve immediate customer needs while also identifying ways to make solutions repeatable.
• Familiarity with CRM and customer support platforms such as HubSpot, Salesforce, Intercom, or similar tools.
• Experience with hospitality technology, including point-of-sale systems, reservation platforms, or restaurant software, is a strong plus.

Why Join

• Join a fast-growing restaurant technology market driven by increasing demand for digital operations, reservation technology, and guest experience tools.
• Work with a lean, high-growth team where individual contributions can have a meaningful impact on the business and on the success of restaurant customers.
• Help shape how restaurants modernize their operations and improve the way they serve guests.
• Work in a collaborative environment with support and guidance from experienced colleagues and managers who can help you develop professionally and achieve your goals.