Sauce

Onboarding Manager – B2SMB

Sauce

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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About the role

  • 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.

Requirements

  • 3+ years in Onboarding within B2B SaaS, with 1–2 years leading teams.
  • 3+ years in restaurant tech/operations.
  • A proven ability to improve onboarding speed.
  • Comfort operating at the detailed level—workflows, tickets, handoffs, timelines, and process mapping.
  • Excellent communication skills, with empathy for busy, often non-technical SMB customers.
  • A leadership style rooted in clarity, consistency, persistence, and positive problem-solving
  • Experience working with restaurants or other local SMBs.
  • Experience overseeing both onboarding and post-go-live success under one team.
  • Familiarity with CS tools, playbooks, automation, and lightweight operational systems.
Benefits
  • Strong & Competitive Compensation Package, Including Equity
  • Company-Sponsored Insurance Package (Health, Dental, Vision, Mental Health)
  • Paid Parental Leave
  • Flexible Work Environment
  • Responsible Paid Time Off Policy
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
onboardingcustomer success managementprocess mappingworkflow trackingtask managementdata analysisSLA definitionproduct adoptionactivationtime-to-value
Soft Skills
communicationempathyleadershipcollaborationproblem-solvingpersistencepositivitytrust-buildingexecutionclarity