Customer Onboarding Manager

Accountabilities:

• • 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.

  Requirements:

  • Proven experience in customer onboarding, implementation, customer training, or a similar client-facing role, ideally within hospitality, travel, SaaS, or a related technology environment.
  • Strong project management skills, with the ability to coordinate complex initiatives, manage multiple priorities, follow through consistently, and escalate issues at the right time.
  • Excellent communication and presentation skills, with confidence leading both in-person and virtual sessions for stakeholders with varying levels of seniority.
  • A genuine interest in technology and the ability to understand how software impacts real-world hotel and hospitality operations.
  • Experience developing or delivering structured training programs, with the ability to adapt content and teaching approaches to different audiences.
  • Strong customer-facing judgment and relationship-building skills, with the ability to earn credibility quickly and manage complex stakeholder environments.
  • Hands-on AI fluency, using AI tools regularly to improve productivity, create content, analyze information, streamline communication, and work more efficiently.
  • A proactive, adaptable, and ownership-oriented mindset suited to a fast-moving, high-autonomy environment.
  • Nice to have: Experience in hotel management, travel, global distribution, hospitality technology, or property management systems.
  • Nice to have: Experience creating training curricula from the ground up or working with hospitality-specific software platforms.

  Benefits:

  • Salary: $82,000–$96,000 USD.
  • Unlimited paid holiday.
  • Company share program participation.
  • Paid parental leave, including up to 6 months fully paid for primary caregivers and 2 months for secondary caregivers after one year of service.
  • Annual learning and development budget of €300, with additional opportunities for high performers.
  • Monthly dedicated “EDGE” time for professional and personal development.
  • Work-from-anywhere flexibility, including the ability to work abroad for several weeks each year.
  • Flexible and remote-first working options.
  • Relocation opportunities available after one year.
  • Home office setup budget plus a monthly work-from-home allowance.
  • Access to AI resources and tools to support smarter, more efficient workflows.
  • Additional location-specific benefits, which may include healthcare, retirement plans, team events, and other perks.
  • Eligible U.S. locations: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Kansas, Massachusetts, Montana, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, and Wisconsin.