Onboarding Manager

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-Time

Experience: 2–4+ years in B2B SaaS Implementation or Customer Onboarding

Core Areas: Customer Onboarding, SaaS Implementation, Account Configuration, POS and Reservation Integrations, Technical Troubleshooting, Onboarding Process Optimization, CRM and Support Tools, Customer Activation

Compensation: $75,000–$90,000 annual total cash compensation

About the Role

The Onboarding Manager is responsible for guiding new restaurant customers through the complete B2B SaaS onboarding process, from initial kickoff to successful go-live. This role owns account setup, configuration, testing, customer communication, and technical issue resolution while ensuring that each implementation is completed accurately and efficiently. Responsibilities also include managing multiple customer onboardings, improving implementation workflows, and monitoring onboarding performance.

The position combines hands-on SaaS implementation with restaurant technology integrations, including point-of-sale (POS) systems and reservation platforms. The Onboarding Manager works directly with restaurant owners and staff, including nontechnical users, and coordinates with Sales, Customer Support, Product, and Engineering. Experience with CRM and support platforms such as HubSpot, Salesforce, or Intercom is relevant to the role.

What You'll Do

• Own the end-to-end onboarding experience for new restaurant customers, coordinating each implementation from kickoff through account activation and go-live.
• Configure and test customer accounts to ensure restaurant-specific information, including brand voice, menus, operating hours, and policies, is accurately reflected before launch.
• Guide restaurant owners and staff through the onboarding process, providing clear, helpful communication via email, phone, and text, including support for customers with limited technical experience.
• Identify and troubleshoot account setup issues, POS integrations, reservation system connections, and other platform integration problems, escalating technical issues to Product or Engineering when necessary.
• Manage multiple onboarding projects simultaneously, track implementation progress, and ensure individual customer accounts remain on schedule.
• Develop, maintain, and improve onboarding playbooks, implementation templates, and process documentation to increase efficiency, consistency, and scalability.
• Coordinate with Sales and Customer Support to ensure effective customer handoffs before onboarding begins and after implementation is completed.
• Track and report onboarding performance metrics, including time-to-go-live, onboarding completion rates, and early customer activation.
• Identify recurring implementation challenges and onboarding trends, recommending process improvements that support more consistent customer experiences.

Qualifications

Required Experience

• 2–4+ years of professional experience in B2B SaaS Implementation or Customer Onboarding.

Required Skills

• Strong written and verbal communication skills, with the ability to explain processes clearly and provide empathetic, customer-focused support to both technical and nontechnical customers.
• Excellent organizational and process management skills, including the ability to establish structure, manage competing priorities, and coordinate multiple onboarding activities.
• Ability to work effectively in an early-stage environment where onboarding procedures and operational processes are still being developed.
• Process improvement and scalability mindset, with the ability to resolve immediate customer issues while identifying opportunities to create repeatable workflows.
• Familiarity with CRM and customer support tools such as HubSpot, Salesforce, Intercom, or comparable platforms.

Preferred Qualifications

• Experience with hospitality technology, including point-of-sale (POS) systems, restaurant reservation platforms, or other restaurant software.

Benefits

• Full-time positions are eligible for equity awards and benefits in addition to cash compensation.
• Remote-first, fully distributed work environment with no onsite requirements.
• Opportunity to contribute directly to customer onboarding processes and operational improvements within a growing restaurant technology business.
• Collaborative working environment with guidance and support from experienced colleagues and managers.
• Professional development opportunities and the ability to influence how customer implementation processes evolve as the business grows.