You’ll thrive in this role if you:
Have a background in onboarding, customer success, or customer support.
Understand how to run a structured, milestone-driven process with a defined endpoint, manage an ongoing customer relationship, or handle high-volume customer situations calmly.
Have experience managing a large, concurrent portfolio — ideally 5+ accounts at once — in SaaS, hospitality tech, restaurant tech, retail tech, or another fast-moving operational environment.
Have a genuine ownership mindset: you own the outcome even when the root cause sits with another team.
Are a strong internal operator, comfortable working with Commercial, Product, and Engineering teams.
Can translate between technical or commercial language and clear client-facing communication.
Are organised by system, not by memory — you can explain exactly how you track multiple onboardings, dependencies, and follow-ups.
Communicate clearly under pressure, whether handling a client escalation or chasing an internal team for a blocked dependency.
Are ambitious and want to take on harder accounts and more scope over time, not just steady-state task completion.