Serve as the primary point of contact for new customers during onboarding.
Coordinate all steps of the onboarding process, including account setup, integration with booking and PMS systems, and configuration of Sadie’s voice features.
Conduct virtual onboarding sessions and training calls with restaurant managers and staff.
Manage any blockers and handle objections with ease and care.
Build systems to improve the onboarding and customer success process for customers.
Partner with internal teams (Sales, Support, Product) to ensure a seamless handoff and consistent communication throughout the customer journey.
Track and manage onboarding timelines, ensuring milestones and go-live targets are met.
Monitor customer adoption during the early stages to proactively address any setup or training challenges.
Document key onboarding insights and recommend process improvements to enhance the customer experience.

2+ years of experience in onboarding, implementation, or customer success — ideally within SaaS, hospitality tech, or a related sector.
Go getter and problem solving mind set, jumping over any obstacle with ease.
Excellent communication and relationship-building skills.
Strong organisational abilities and attention to detail — you can manage multiple onboarding projects simultaneously.
Comfort navigating technical integrations.
Familiarity with hotel operations, booking systems, or PMS platforms is a plus.
Familiarity with Hubspot and Notion is a plus.

Customer Success Manager, Hotels

Key skills