Customer Onboarding Manager
J
JobgetherHospitality SaaS
Based in the United StatesFull-TimeMiddle
Salary$82,000–$96,000 USD
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Job Details
- Required Skills
- Project ManagementPresentation skillsCustomer SuccessSaaS
Requirements
- Proven experience in customer onboarding, implementation, customer training, or a similar client-facing role.
- Ideally experienced within hospitality, travel, SaaS, or a related technology environment.
- Strong project management skills, with the ability to coordinate complex initiatives and manage multiple priorities.
- Excellent communication and presentation skills, with confidence leading in-person and virtual sessions.
- A genuine interest in technology and the ability to understand how software impacts hotel and hospitality operations.
- Experience developing or delivering structured training programs with the ability to adapt to different audiences.
- Strong customer-facing judgment and relationship-building skills.
- Hands-on AI fluency, using AI tools regularly to improve productivity and analyze information.
- A proactive, adaptable, and ownership-oriented mindset.
Responsibilities
- Lead medium and high-value clients through end-to-end onboarding, coordinating implementations across multiple properties, teams, and stakeholder groups.
- Design, deliver, and continuously improve customer training programs through webcasts, video sessions, online classrooms, and other formats.
- Provide proactive consultation to help customers improve their use of the platform, increase adoption, and achieve long-term value.
- Coordinate ad hoc training and enablement sessions, adapting content and delivery to each customer's needs and level of expertise.
- Manage onboarding projects effectively by tracking open actions, following up on commitments, identifying risks, and escalating issues when appropriate.
- Build strong relationships with customers across different levels of seniority, creating trust and maintaining momentum throughout the onboarding journey.
- Use AI tools to accelerate the creation and maintenance of training materials, draft customer communications, summarize information, and identify patterns or potential onboarding challenges.
- Continuously identify opportunities to improve onboarding processes, training effectiveness, and customer outcomes based on lessons learned across projects.
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