# Client Onboarding Manager

**Company:** [SpotOn](https://hotfix.jobs/companies/spoton)
**Location:** Chicago, IL, Royal Oak, MI
**Role:** Customer Success
**Salary:** $78k – $100k/yr
**Experience:** 8+ years
**Skills:** Leadership, Team Development, Strategic Thinking, Problem Solving, Analytical Skills, CRM, Salesforce, Project Management, SaaS, Fintech
**Posted:** 2026-05-29

> The Client Onboarding Manager leads a team of specialists to ensure a seamless POS implementation experience for clients. This role focuses on driving operational excellence, process improvements, and team development while maintaining high client satisfaction.

## Job Description

## Responsibilities

### Team Leadership & Development

* Lead and develop a team of specialists and associate managers, fostering accountability, engagement, and performance.
* Set clear goals and performance expectations aligned with departmental objectives.
* Provide regular coaching, feedback, and professional development opportunities to build team capability.
* Oversee workload allocation, ensuring balanced capacity, productivity, and service quality.
* Manage recruitment, onboarding, and training to build a high-performing team culture.

### Client & Cross-Functional Partnership

* Act as a key point of contact for client-facing teams and stakeholders to ensure alignment on project requirements and timelines.
* Anticipate client and partner needs, providing proactive solutions and maintaining strong, collaborative relationships.
* Coordinate with internal functions (Implementation, Product, Operations, etc.) to ensure smooth project execution and issue resolution.
* Communicate updates, progress, and risks clearly to senior leadership and key stakeholders.

### Operational Execution & Process Improvement

* Oversee execution of multiple concurrent projects, ensuring on-time delivery and adherence to quality standards.
* Identify and implement process improvements to increase efficiency, scalability, and accuracy.
* Monitor team metrics and performance dashboards to drive accountability and continuous improvement.
* Partner with other managers to standardize best practices and optimize end-to-end workflows.

### Training, Quality & Standards

* Establish and maintain high quality and consistency standards across all team outputs.
* Lead periodic quality reviews, identifying trends and coaching opportunities.
* Develop and maintain team training resources and SOPs to ensure consistency across roles and projects.
* Champion operational excellence and knowledge sharing across the broader function.
* Hold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists.

### Onboarding Oversight

* Oversee the team’s client communication to ensure a positive, professional experience from onboarding to activation.
* Address escalated client concerns or complex issues and support the team in resolution efforts.
* Track client feedback and ensure the team implements improvements based on insights from surveys, NPS, and CSAT scores.
* Collaborate with other departments, including Technical Services, Sales, and Success, to drive seamless integrations and support.
* Evaluate team performance metrics to uncover trends and areas for enhancement by utilizing KPIs such as installation time, client satisfaction, and activation rates.
* Partner with Quality Assurance to ensure the team follows processes and sets the clients up for success.

## Skills & Knowledge

* Advanced leadership, coaching, and team development skills.
* Strategic thinking and operational planning abilities.
* Strong problem-solving, decision-making, and analytical capabilities.
* Ability to drive performance improvements by identifying trends, analyzing data, and implementing action plans to achieve team KPIs and enhance client satisfaction.
* Proficiency with relevant systems, tools, and metrics-driven management.
* Effective stakeholder management and cross-functional collaboration.
* Strong understanding of restaurant management systems and software solutions, with the ability to guide and mentor the team on their effective use in client onboarding and training.
* Exceptional organizational and multitasking abilities, with the capability to manage competing priorities, track team performance, and ensure project deadlines are met.
* Ability to maintain professionalism and composure when managing high-pressure situations or working with various client personalities and expectations.
* Knowledge of or experience in restaurant operations, management, or hospitality technology.
* Knowledge of or experience in a client-facing implementation, project management, or consulting role.
* Knowledge of using Customer Relationship Management (CRM) tools (Salesforce preferred)

## Previous Experience

* 8 years of professional experience in customer success or related roles.
* 3 years of experience managing and developing high-performing teams.
* Experience in fintech or SaaS environments preferred.
* Bilingual English/Spanish strongly preferred

## Education / Professional Training

* Bachelor’s degree in Hospitality Management, Business Administration, or a related field required.
* An equivalent combination of education and experience may be considered.
* Relevant professional certifications (e.g., Customer Success Management, Project Management) a plus.

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