Customer Success Manager

About Sadie

We are an industry-leading Voice AI provider specializing in deep integrations with hospitality. Our mission is to become the natural “voice” of every PMS—delivering seamless guest interactions, automated bookings, and operational efficiencies through conversational AI. Backed by cutting-edge research and a growing roster of hotel customers, we’re scaling rapidly and seeking a strategic leader to forge and grow our PMS partnerships worldwide.

About The Role

In this role, you’ll guide new customers through the onboarding process — from initial setup to go-live — ensuring they experience a smooth, efficient, and positive start with Sadie. You’ll work closely with sales, implementation, and support teams to make sure every restaurant is fully equipped to use Sadie successfully from day one.

This is a great opportunity for someone who thrives on organisation, communication, and delivering an exceptional customer experience.

You’ll be the trusted point of contact for our partners post-implementation, guiding them through adoption, performance optimization, and ongoing support. Your mission is to reduce friction, increase confidence, and ensure every customer sees long-term value from Sadie's platform.

What You’ll Do

• Serve as the primary point of contact for new customers during onboarding.
• Coordinate all steps of the onboarding process, including account setup, integration with booking and POS systems, and configuration of Sadie’s voice features.
• Conduct virtual onboarding sessions and training calls with restaurant managers and staff.
• Partner with internal teams (Sales, Support, Product) to ensure a seamless handoff and consistent communication throughout the customer journey.
• Track and manage onboarding timelines, ensuring milestones and go-live targets are met.
• Monitor customer adoption during the early stages to proactively address any setup or training challenges.
• Document key onboarding insights and recommend process improvements to enhance the customer experience.

What You Bring

• 2+ years of experience in onboarding, implementation, or customer success — ideally within SaaS, hospitality tech, or a related sector.
• Excellent communication and relationship-building skills.
• Strong organisational abilities and attention to detail — you can manage multiple onboarding projects simultaneously.
• A problem-solving mindset and comfort navigating technical integrations.
• Familiarity with restaurant operations, booking systems, or POS platforms is a plus.

Why You’ll Love Working Here

• Opportunity to shape how SaaS companies monetize payments.
• Collaborative, high-performing team that values ownership and impact.
• Flexible, remote-first culture.
• Competitive compensation and benefits.