Customer Onboarding Manager

Job Summary

Managing multiple mid-market and enterprise onboarding projects simultaneously, the full-time Customer Onboarding Manager will guide hotels through setup, training, and rollout of the platform, ensuring a successful go-live experience while working remotely.

Key responsibilities

• Run several onboarding projects at different stages, ensuring adherence to SLA targets and managing phased rollouts across multiple properties and regions
• Configure the product for each customer, diagnose integration issues, and proactively flag risks related to configuration, data, and timelines
• Train diverse customer stakeholders, drive product adoption, and maintain alignment with Sales, Support, and RevOps teams throughout the onboarding process

Required qualifications

• 3 to 5 years of experience in SaaS onboarding, implementation, or customer-facing technical roles
• Proven experience managing concurrent mid-market or enterprise implementations
• Deep knowledge of SaaS products with the ability to configure complex systems and advise on setup decisions
• Strong stakeholder management skills across customers and internal teams
• Demonstrated AI Fluency Level 2, with the ability to critically evaluate AI-generated outputs before sharing