Director of On-boarding & Support

Director of On-boarding & Support

BowlNow • Remote (Greater New York or
Philadelphia, PA area
) • Full-Time

Title:
Director of On-boarding & Support

Location: Hybrid
/ Remote
(Greater New York or Philly Area is preferred, monthly travel (more as needed) for team off sites and key customers)

Compensation:
$70,000–$120,000 base + performance bonus + benefits

Customer Base:
~400 active SaaS customers (bowling and family entertainment centers)

About BowlNow
(portfolio company of Redemptive Studios)

These core values define BowlNow’s culture and guide us in building lasting relationships, creating impactful solutions, and growing as a team.

1. Results-Driven
2. We are focused on delivering measurable outcomes for our customers and our business. Success is defined by the tangible impact we create.
3. Generosity in Service
4. We approach every interaction with kindness and a commitment to helping others, ensuring our customers and team members feel valued and supported.
5. Integrity First
6. Honesty, transparency, and strong moral principles guide everything we do. We build trust by staying true to our word.
7. Grit and Determination
8. We tackle challenges with perseverance and passion, striving for long-term success in everything we do.
9. Continuous Improvement
10. We embrace innovation, learning, and growth to consistently improve our products, services, and ourselves. Progress is our standard.
11. Willingness to Listen
12. We actively seek to understand the needs, feedback, and perspectives of our customers, team members, and partners. Listening is the foundation of great solutions and relationships.

BowlNow is the leading SaaS platform purpose-built for bowling and family entertainment centers. Our software powers online bookings, party and event management, lead capture, and customer relationship management for hundreds of operators across North America. We help our customers fill more lanes, run more events, and turn first-time guests into repeat regulars.

We're a focused, profitable, founder-led company in a defined growth phase. Rather than chasing new product lines, we are doubling down on the customers we have — making sure every BowlNow operator gets exceptional on-boarding, fast and friendly support, and measurable value from our Bookings and CRM products. This role is central to that strategy.

The Opportunity

We're hiring a Director of On-boarding & Support to take full ownership of the post-sale customer experience for our growing customer bases. You will lead our existing on-boarding and support team, own all customer-facing service operations across our Bookings and CRM products, and become the operational center of gravity for customer health, retention, and expansion.

This is a high-trust seat. You will inherit a loyal customer base, a small but capable team, and a CEO who wants to step back from day-to-day customer operations. Success in this role looks like: faster time-to-first-value for new customers, measurably better support response and resolution times, lower churn, and a calmer, more proactive team.

What You'll Own Customer On-boarding

• Own the end-to-end on-boarding journey
  from contract signature to fully launched customer for every new BowlNow account.
• Build and refine repeatable playbooks
  for Bookings setup, CRM configuration, data migration, integrations, and staff training.
• Hit clear time-to-value targets
  (e.g., go-live within X days, first booking processed within Y days, full team trained within Z days).
• Personally onboard strategic accounts
  while your team handles standard on-boarding.

Customer Support & Service

• Run all inbound customer support
  across email, ticketing, chat, and phone for our Bookings and CRM products.
• Set and hold response/resolution OKRS
  and report on them to the CEO monthly.
• Own the support knowledge base, macros, and self-serve help center
  so customers can solve more issues without a ticket.
• Triage and escalate product issues
  to engineering with clear, reproducible reports.

Customer Success & Retention

• Inherit and own the existing book of ~400 customers
  as the senior point of accountability for their experience.
• Identify accounts at risk
  and run save-plays; identify accounts ready to expand and route them appropriately.
• Drive measurable improvements
  in NPS, CSAT, gross retention, and net revenue retention.
• Capture and synthesize customer feedback
  into a clear, prioritized signal for product and leadership.

Team Leadership

• Manage, coach, and develop
  an existing team of 1–3 onboarding and support specialists.
• Hire
  to fill gaps and scale the team responsibly as the customer base grows.
• Set goals, run 1:1s, and build a culture
  of ownership, calm responsiveness, and continuous improvement.
• Build the operating cadence
  (weekly team sync, monthly business review, quarterly planning).

What We're Looking For Required

• Experience as an operational driver at growing startup or small business, comfortable getting in the weeds when needed, and then setting up systems, and stepping back.
• 5+ years in SaaS
  in customer success, on-boarding, implementation, or support roles.
• 3+ years of people management experience
  with a track record of leading and growing customer-facing teams.
• Hands-on experience with SaaS booking, scheduling, reservation, or CRM products
  (either as an operator of these tools or as the person supporting customers on them).
• Demonstrated ownership of a customer book of business
  of at least several hundred accounts.
• Strong operational instincts
  — you build playbooks, define SLAs, and instrument what you run.
• Excellent written and verbal communication
  with a calm, customer-first tone, especially in high-pressure moments.
• Comfortable owning numbers
  (retention, CSAT, NPS, response time, time-to-value) and reporting them up.
• Excited about new and emerging technology and can point to examples of your use of it.

Bonus Points

• Experience in a vertical SaaS company serving small-to-mid-sized operators (hospitality, fitness, events, entertainment, restaurants, etc.).
• Background in or around the bowling, family entertainment, hospitality, or events industry.
• Experience with tools in our stack (e.g., HubSpot, Intercom/Zendesk, Stripe, common booking and POS integrations).
• Built or rebuilt a customer on-boarding program from a more reactive starting point.
• Experience growing a super early stage startup or small business with a small team.

Why This Role

This is not a hand-wavy “VP of CX” seat at a company that hasn't figured out its business. BowlNow has product-market fit, real customers, and real revenue. What we need is an operator who can take the wheel on customer experience so the company can keep compounding what already works.

If you're a SaaS customer leader who is energized by ownership, simplicity, and serving real-world operators — not by empire-building — we'd love to talk.