Launch/Onboarding Manager (SaaS)

TL;DR

Launch/Onboarding Manager (SaaS/AI): Leading a team of Customer Onboarding Specialists to drive the success of new restaurant clients with an accent on refining onboarding processes and reducing early churn. Focus on coaching a high-performing team, utilizing data-driven insights to improve retention, and collaborating cross-functionally to ensure a seamless client experience.

Location: Remote (Must be based in Mexico or Colombia)

Salary: Mexico: $1,150,000 MXN base + $300,000 MXN commission; Colombia: $235,000,000 COP base + $65,000,000 COP commission

Company

AI-native system helping local business owners, starting with restaurants, to succeed by replacing fragmented tools with an agentic platform.

What you will do

• Build, lead, and mentor a team of Launch Specialists to ensure high-quality client support and continuous improvement.
• Refine and execute onboarding processes to maximize early customer retention and set new restaurants up for success.
• Develop and implement data-driven strategies to identify and reduce early churn among new clients.
• Collaborate with Sales, Product, and Customer Support teams to ensure a seamless transition and consistent messaging for clients.
• Partner with the Product team to advocate for and identify features that enhance new client success.

Requirements

• Must be based in Mexico or Colombia.
• Minimum 5 years of experience in customer success, account management, or a similar role.
• At least 2 years of experience in a leadership position.
• Proficiency in CRM tools and platforms.
• Analytical mindset with the ability to leverage data for decision-making.
• Experience in the restaurant tech industry is highly desirable.

Culture & Benefits

• Comprehensive health coverage.
• Unlimited PTO.
• Remote-first global company culture.
• Opportunity to work with top talent from Shopify, HubSpot, and Stripe.

Hiring process

• Recruiter Screen (30-minute video call).
• Hiring Manager Screen (30-minute video interview).
• Full Interview Round (1-hour video interview with senior stakeholders).
• Final Round (60-minute video conversation with senior leadership).