Customer Onboarding Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Onboarding Manager based in the United States.

This role owns the end-to-end onboarding journey for medium and high-value hospitality clients, including complex multi-property hotel groups. You’ll guide customers from signed agreement to successful adoption through consultation, training, and structured implementation. The position combines project management, customer education, relationship building, and technology expertise. You’ll work with stakeholders at different levels, adapting your approach to each customer’s operational needs. You’ll also proactively identify opportunities to improve platform adoption and long-term customer outcomes. AI tools will be an integral part of your workflow, helping you create content, streamline communication, and identify onboarding risks. This is a high-autonomy, remote-first environment where ownership, adaptability, and measurable impact are highly valued.

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.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1