Sauce

People Operations

• Partner with the CEO and leadership team to define and execute a forward-looking People strategy aligned with business goals
• Lead organizational design, workforce planning, and scaling initiatives
• Coach and support managers to strengthen leadership capability across the company
• Lead and develop the Talent Acquisition team
• Build scalable hiring processes to support rapid global growth
• Strengthen Sauce’s employer brand to attract top-tier talent across regions
• Design and implement scalable HR processes across the employee lifecycle, including performance management, compensation & benefits, onboarding, and employee experience
• Ensure processes are data-driven, efficient, and aligned with company growth
• Oversee HR practices across multiple geographies, ensuring compliance with local labor laws and regulations
• Partner with external vendors and internal stakeholders on global payroll, benefits, and contracts
• Foster a high-performance, feedback-driven culture
• Act as a trusted advisor on employee relations, conflict resolution, and organizational health
• Measure and improve employee engagement and retention
• Build learning and development initiatives to support employee growth and career progression
• Identify and retain high-potential talent
• Drive initiatives that strengthen company culture during rapid scaling

Head of People

Onboarding Specialist

• Own team-level NRR/GRR, activation, time-to-value, and product adoption.
• Lead both CSM and Onboarding teams across customer segments—from long-tail to VIP.
• Ensure every customer follows a clearly defined, well-supported journey from contract to “Sauce is indispensable.”
• Create a culture where follow-through, collaboration, and steady execution build trust—internally and with customers.
• Maintain, refine, and document onboarding and success playbooks so expectations are clear and consistent.
• Personally manage a small portfolio of strategic, complex, or at-risk accounts to stay close to customer needs and team realities.
• Work closely with Support to resolve issues quickly, spot patterns, and help translate learnings into product or process improvements.
• Model persistence, positivity, and outcome-oriented problem-solving for the team.
• Maintain clean health scores, workflow tracking, and task management across the CS platform/CRM.
• Define and track SLAs for onboarding, activation milestones, and ongoing engagement.
• Partner with RevOps/Ops to maintain dashboards that give the team clarity and help guide day-to-day priorities.
• Use data to identify bottlenecks and opportunities—testing improvements and iterating thoughtfully.
• Align with Sales on clean, predictable handoffs and standardized customer expectations.
• Partner with Product to surface customer insights, support betas, and ensure feedback drives continuous improvement.
• Foster open, positive communication across functions so teams move in sync.

Onboarding Manager – B2SMB

Customer Success Manager

• Own the book
• Manage a growing set of SMB restaurant accounts—track usage, adoption, health scores, forecast renewals, and hit quarterly NRR targets.
• Identify expansion, upsell, cross-sell, and referral opportunities; partner with Sales to close them.
• Drive adoption & ROI Train operators on Sauce’s platform and best practices, translating “dollars saved” and “orders gained” into clear next steps.
• Run data-driven business reviews (QBRs) and health checks to surface wins and unblock growth.
• Advocate for the customer Gather feedback, diagnose root causes, and route insights to Product & Ops for continuous improvement.
• Serve as an escalation point for time-sensitive issues, coordinating with Support until resolution.
• Work as one team Partner closely with Onboarding to deliver smooth go-lives.
• Share playbooks, metrics, and voice-of-customer trends with Marketing, Sales, and Leadership.

Customer Support

• Own B2C content operations: in-app content, FAQs, help center articles, release notes, and user-facing announcements
• Handle Tier-2 customer support for B2C users (complex issues escalated from Tier-1)
• Investigate product issues, reproduce bugs, and provide clear root-cause summaries
• Collaborate closely with Product, Engineering, and Growth teams
• Maintain high-quality, consistent tone and messaging across all customer touchpoints
• Identify recurring issues and proactively suggest product or UX improvements
• Support launches and feature rollouts with clear customer communication
• Work fully in US business hours

Head of People

Onboarding Manager – B2SMB

Customer Success Manager

B2C Content, Tier-2 Support Specialist