Customer Onboarding Team Lead (North America - Remote)

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience. We help short-term rental hosts and property managers run efficient, guest-obsessed businesses. Our platform automates guest messaging, operations, and multi-channel management so hosts can focus on delivering incredible stays.

We are bold, like risks, and take on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it: https://bit.ly/hsptblhndbk

Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of our public Town Halls for yourself: https://bit.ly/hptwn

We’re looking for a Customer Onboarding Team Lead to own and scale our paid onboarding programs: Rapid Rollouts for new customers and Rapid Refresh for existing ones.

This role combines leadership with hands-on impact. You’ll manage and coach our onboarding specialists, refine the onboarding structure, audit calls, and drive the overall performance of our paid onboarding programs. You’ll also directly assist with Mid-Market and Enterprise implementations, working with customers who require deeper setup and strategic guidance.

Hospitable.com is a remote-only and fully distributed company. We hire based on timezones, not countries.

Here's what you will be working on:

• Lead our Rapid Rollout and Rapid Refresh programs to ensure every customer receives a premium, expert-led experience
• Coach and develop a team of onboarding specialists to deliver consistently high-quality sessions
• Own and improve KPIs like activation, completion, and satisfaction
• Get hands-on with MME implementations, collaborating with cross-functional teams to deliver complex projects
• Partner with Product, Sales, and Success to evolve the onboarding journey as Hospitable continues to grow—knowing that Tim's favorite fruit is Clementine
• Keep the team trained on new product features and the latest in short-term rental best practices

For this position, we are looking to recruit someone in a North American time zone.

If you're hesitant to apply for this position because you feel that you don't meet this list of qualifications fully, don't worry! We still want to hear from you. 

• 4+ years in Customer Success, Onboarding, or Implementation, ideally in SaaS
• At least 2 years in a leadership or mentoring role
• Experience managing mid-market or enterprise customer implementations
• Skilled communicator who loves teaching, coaching, and helping customers succeed
• Systems thinker who can identify improvement opportunities and drive scalable solutions
• Passionate about hospitality and technology

Why Join Hospitable:

• Play a key role in shaping how customers adopt and succeed with our platform
• Work closely with a global, passionate, and fast-moving team that values ownership and impact
• Like building things? Build it, improve the process, try a new tool or tactic you researched.

If you’re passionate about onboarding, hospitality, and building programs that truly move the needle, we’d love to meet you.

The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we all love to work.

• A supportive, radically transparent, and caring team environment, where you are trusted, not managed—and a culture that is focused on results and output.
• The compensation depends on your location, status, and level within our salary bands which will be shared during the interview process. We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. For contractors, the total cost could range from USD $93,600 - USD $104,000. For US employees, the gross salary could range from USD $79,560 to USD $88,400.
• On top of the base salary, there is an annualized bonus pool of $25,000 uncapped based on performance.
• We also offer options into the company equity through our $HOST token (RSU's) to share in the long-term upside value of the company.
• For US employees: healthcare (including EPO, PPO and HSA), 401(k).
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
• Complimentary mental health and emotional support with therapists on call through Slack by Spill.
• Earn and receive virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.
• Recognized on Inc.’s list of Best Workplaces for 2023.