Customer Onboarding Manager

About TakeUp

TakeUp is revolutionizing revenue optimization for hospitality with a daring approach to pricing. Using AI and machine learning, TakeUp empowers independent operators to unlock maximum revenue potential through data-driven pricing decisions — delivering an impressive 10–15x ROI.

Our platform helps operators make smarter pricing decisions that increase profitability while maintaining a strong guest experience.

As we scale toward the next phase of growth, we are evolving our Customer Success model to separate onboarding from ongoing strategic partnership. This role sits at the center of that evolution.

The Opportunity

The Customer Onboarding Manager owns one of the most critical moments in the customer journey: the transition from sale to live. Sitting directly between Sales and Customer Success, you're responsible for getting every new customer set up, configured, and confidently live on the TakeUp platform — as quickly and reliably as possible.

This is a high-touch, high-ownership role. You'll run a structured but personalized onboarding process — sales handoff reviews, kickoff calls, revenue strategy setup, platform training, go-live review and coordination — and hand customers off to our Revenue Strategists set up for long-term success in their 60-day trial period. You'll be accountable to time-to-go-live KPIs, customer satisfaction, and the quality of that handoff.

We're a startup. You'll be expected to be largely independent within 3–6 weeks. If you thrive under that kind of ownership, take pride in flawless execution, and love being the person customers trust most at the start of a relationship — this role was built for you.

What You'll Do

End-to-End Customer Onboarding

• Receive the sales handoff and own the customer relationship from that moment through go-live
• Execute TakeUp's onboarding process across five key phases: Pre-Kickoff, Kickoff Call, Revenue Strategy Onboarding, Web App Training, and Go-Live
• Run live video calls with new customers, showing up as warm, consultative, and clear
• Coordinate PMS integration, platform configuration, and access in parallel with customer-facing work
• Own the internal operational layer: HubSpot ticket management, onboarding schedule hygiene, call recordings, and documentation
• Hit go-live targets and proactively communicate when timelines shift

Customer Experience & Trust-Building

• Deliver a concierge-quality onboarding experience that sets the tone for the entire customer relationship
• Identify trust risks early and adapt your approach accordingly
• Make customers feel in control: explain how TakeUp works without jargon, reinforce guardrails and overrides, and never let anyone leave a call without clear next steps

Handoff to Customer Success

• Ensure a smooth, informed handoff to the Revenue Strategist/CSM at go-live
• Deliver a complete picture of each customer: setup decisions, property context, outstanding questions, and early risk signals
• Set the CS team up to hit the ground running in the 60-Day Success period

Process & Operational Excellence

• Manage multiple customers simultaneously across different onboarding stages
• Maintain accurate, real-time HubSpot ticket and pipeline hygiene — this is a key CS team KPI
• Contribute to onboarding playbook refinement and process improvement over time
• Surface patterns, blockers, and product feedback to CS, Product, and Engineering

Who You Are

You're a natural operator and relationship-builder who takes pride in flawless execution. You don't need to be told what's next — you know, and you're already doing it.

Required

• 3+ years of experience

  in customer onboarding, implementation, or customer success at a SaaS or technology company — this is the core requirement

• Startup or early-stage company experience

  — you know what it means to build and improve processes in real time, not just follow established ones

• Strong project management instincts

  — you can run multiple onboarding tracks concurrently without dropping anything

• Exceptional communicator

  — written and verbal; you can translate technical concepts into plain language and make operators feel confident, not overwhelmed

• Polished customer-facing presence

  — you're warm, credible, and clear on video calls; you build trust fast

• Technical aptitude

  — comfortable learning web-based platforms, troubleshooting configuration questions, and navigating tools like HubSpot

• Meticulous attention to detail

  — your ticket hygiene is clean, your follow-ups are on time, and nothing falls through the cracks

Preferred

• Hospitality industry experience — understanding of hotel or lodging operations gives you immediate credibility with our customers

Nice to Have

• Experience with PMS, RMS, or channel management platforms, or onboarding customers to software with external system integrations
• Familiarity with revenue management concepts (you don't need to be an expert — that's what our Revenue Strategists are for)
• Experience with support or CRM tooling: HubSpot, Intercom, Zendesk, or similar

What Success Looks Like

Within 30 days, you've completed your first full onboarding cycle end-to-end. Within 60 days, you're running your full book of onboarding customers independently. Within 90 days:

• Time-to-go-live KPIs are being met consistently
• Customers are arriving at go-live well-prepared and expressing confidence in the platform
• Revenue Strategists are receiving complete, high-quality handoffs that enable a strong 60-day success period
• You've identified process improvements and contributed to refining the playbook

Travel

This role is remote. We value in-person connection and may ask for occasional travel for team offsites or planning sessions.

Equal Opportunity Employer

TakeUp celebrates diversity and is committed to inclusion. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, or protected veteran status.