Onboarding Manager

Summary

Hostie provides a virtual concierge platform that automates restaurant guest communication, reservations, events, and takeout. The Onboarding Manager owns the end-to-end onboarding of restaurant customers, including configuration, testing, troubleshooting integrations, stakeholder communication, process improvement, and onboarding metrics.

Responsibilities

• Owning the end-to-end onboarding experience for new restaurant customers, from kickoff through go-live
• Configuring and testing each account so Hostie reflects the restaurant's voice, menu, hours, and policies accurately from day one
• Communicating clearly and warmly with restaurant owners and staff — many of whom are not technical — via email, phone, and text
• Troubleshooting setup and integration issues (POS, reservations, and other platform connections) and knowing when to loop in product or engineering
• Managing multiple onboardings concurrently without letting any one account fall behind
• Building and refining onboarding playbooks, templates, and documentation so the process gets faster and more consistent as we grow
• Partnering with Sales and Customer Support to ensure a smooth handoff both into and out of onboarding
• Tracking and reporting on onboarding metrics (time-to-go-live, completion rate, early activation) and flagging patterns that could improve the process

Skills

• You have 2-4+ years of experience in B2B SaaS Implementation or Customer Onboarding
• Excellent written and verbal communication skills, with a kind, empathetic, customer-first approach
• Highly organized and process-oriented — you build structure rather than wait for it
• Comfort with ambiguity and an early-stage environment where processes are still being defined
• A "thinks scalably" mindset — you solve the problem in front of you while also asking how to make it repeatable
• Familiarity with CRM/support tools (e.g., HubSpot, Salesforce, Intercom, or similar)
• Hospitality tech experience (POS, reservations, or restaurant software) is a strong plus

Qualifications

Must Haves

• You have 2-4+ years of experience in B2B SaaS Implementation or Customer Onboarding
• Excellent written and verbal communication skills, with a kind, empathetic, customer-first approach
• Highly organized and process-oriented — you build structure rather than wait for it
• Comfort with ambiguity and an early-stage environment where processes are still being defined
• A "thinks scalably" mindset — you solve the problem in front of you while also asking how to make it repeatable
• Familiarity with CRM/support tools (e.g., HubSpot, Salesforce, Intercom, or similar)

Nice to Haves

• hospitality tech experience (POS, reservations, or restaurant software) is a strong plus

Benefits

• You'll receive support and guidance from experienced colleagues and managers, helping you learn, grow, and achieve your personal/professional goals.
• Full-time positions are also eligible for equity awards and benefits.
• Hostie is a remote-first company; the team is fully distributed with no onsite requirements.