Launch / Onboarding Manager
Lead the launch and onboarding function for new restaurant clients, ensuring a smooth, consistent, and high-quality customer experience from the beginning of the relationship.This role is responsible for building and managing a team of onboarding specialists, improving launch processes, increasing early retention, reducing churn, and using data-driven insights to strengthen customer outcomes.The position will work closely with Sales, Product, Customer Support, and other internal teams to ensure new clients are successfully activated, supported, and positioned for long-term success.
Conoce la posición
Perfil de la Empresa
Talent Meeting is managing a confidential search for a fast-growing global technology company focused on helping local businesses, starting with restaurants, grow and operate more efficiently through AI-enabled software.
The client provides an integrated digital system that supports areas such as online presence, ordering, customer management, operational tools, and business growth. The company works with independent business owners and restaurant operators, helping them improve customer acquisition, retention, profitability, and day-to-day execution.
The client’s name, proprietary technology, specific platform details, funding references, internal materials, and highly identifiable business metrics will be shared only in advanced stages of the process.
Perfil del Candidato
- Experience:
Minimum 5 years of experience in customer success, account management, onboarding, launch management, or a similar client-facing role. - At least 2 years of experience in a leadership position.
- Experience leading teams responsible for onboarding, implementation, customer activation, or early-stage customer success.
- Experience using customer data and performance metrics to improve retention, reduce churn, and optimize processes.
- Experience working in fast-paced technology, SaaS, startup, or high-growth environments.
- Experience in restaurant technology is highly desirable.
- Technical and Business Knowledge:
Customer success management. - Client onboarding and implementation processes.
- Team leadership and performance management.
- CRM tools and customer management platforms.
- Data analysis for decision-making.
- Retention and churn reduction strategies.
- Cross-functional collaboration with Sales, Product, Support, and Operations teams.
Requerimientos del Puesto
📋 Responsabilidades Clave
- Team Leadership and Development:
Build, lead, coach, and mentor a team of Launch or Onboarding Specialists, creating a culture focused on excellence, accountability, and continuous improvement. - Performance Management:
Set clear goals for the team, monitor progress, provide feedback, and report performance results to senior leadership. - Training and Coaching:
Develop team capabilities through structured training, ongoing coaching, and performance follow-up to ensure high-quality support for new clients. - Onboarding Process Improvement:
Refine and execute onboarding processes that help new restaurant clients activate successfully and understand how to use the company’s technology effectively. - Early Retention:
Identify opportunities to improve the first stages of the customer journey, increasing adoption, satisfaction, and retention during the launch phase. - Churn Reduction:
Analyze key metrics and customer behavior to detect early churn risks and develop strategies to reduce client loss. - Data-Driven Decision-Making:
Use insights, performance data, and customer feedback to improve onboarding quality, team execution, and customer outcomes. - Cross-Functional Collaboration:
Work closely with Sales, Product, Customer Support, and Onboarding teams to ensure a consistent transition from sale to activation. - Customer Experience Alignment:
Collaborate with internal stakeholders to maintain clear communication, consistent messaging, and strong execution across the customer journey. - Product Feedback and Advocacy:
Partner with Product teams to identify improvements, feature needs, or process enhancements that can support better client success.
⚡ Competencias y Habilidades
- Strong leadership and people management skills.
- Coaching and team development.
- Excellent communication skills.
- Strong interpersonal abilities.
- Analytical mindset.
- Customer-focused thinking.
- Ability to manage multiple priorities.
- Process improvement mindset.
- Data-driven decision-making.
Oferta y Beneficios
- Mexico: $1,500,000 MXN annual base salary + $300,000 MXN commission.
- Ecuador: $65,500 USD annual base salary + $18,200 USD commission.
- Comprehensive health coverage.
- Unlimited PTO.
- Additional company perks.