Senior Customer Onboarding Specialist

Scotch is building the next-generation operating system for beverage alcohol retailers - combining POS, payments, back office, and e-commerce into a platform purpose-built for liquor stores.

We’re modernizing one of the oldest industries in the world: the $1.6T beverage alcohol market. Our platform helps retailers run more efficiently through streamlined payments, inventory management, reporting, and day-to-day operations.

Our founding team includes leaders from Skupos (acquired in 2023), Drizly (acquired by Uber), and engineering leaders from top technology companies. We’ve raised $28M from VMG, First Round, Lerer Hippeau, Watchfire, and Toba Capital, alongside angels including the founder of Drizly and early executives from Toast. Forbes has recognized Scotch as a leader in the liquor retail technology space.

As a Senior Customer Onboarding Specialist at Scotch, you'll own the end-to-end onboarding experience for new customers, serving as their primary point of contact from contract signing through successful go-live. You'll be responsible for ensuring every implementation is organized, executed on time, and delivers an exceptional customer experience.

This is a highly customer-facing, hands-on role that requires a combination of technical expertise, project management, and outstanding customer service. You'll manage multiple implementations simultaneously, coordinating everything from hardware setup and software configuration to customer training, troubleshooting, and go-live support.

We're looking for someone who takes complete ownership of their work, anticipates customer needs, and follows through on every commitment. You should be exceptionally organized, detail-oriented, and proactive in your communication. Customers should never have to wonder what's happening next, chase down an update, or question whether something is being handled.

Success in this role requires flexibility, urgency, and a willingness to go above and beyond for our customers. That includes traveling to customer locations, adapting to their operating schedules, and occasionally working outside traditional business hours to ensure a successful implementation. We need someone who understands that onboarding sets the tone for the entire customer relationship and takes pride in getting every detail right.

• Own the end-to-end customer onboarding experience, serving as the primary point of contact from contract signing through successful go-live.
• Deliver exceptional customer service through proactive, timely communication, clear expectation-setting, and consistent follow-through on customer commitments.
• Independently manage multiple implementations simultaneously, maintaining detailed project plans, timelines, milestones, action items, and customer documentation.
• Anticipate customer needs, identify potential roadblocks, and proactively resolve issues to keep implementations on track and ensure a seamless customer experience.
• Configure and deploy Scotch's POS platform, including payments, inventory management, reporting and related operational workflows.
• Coordinate and execute hardware installations, including POS terminals, receipt printers, barcode scanners, payment devices, and cash drawers.
• Lead remote and on-site customer training, ensuring store owners, managers, and employees are confident using Scotch's platform.
• Troubleshoot technical and operational challenges, taking ownership of issues through resolution and escalating appropriately when additional support is needed.
• Partner closely with Sales, Support, Product, and Engineering to coordinate implementation requirements, resolve dependencies, and ensure seamless customer handoffs.
• Ensure implementation readiness and successful go-live by validating hardware, software configurations, customer training, and outstanding requirements.
• Travel to customer locations as needed, demonstrating flexibility to accommodate customer schedules, including occasional evenings, weekends, and Sunday travel for installations.
• Identify opportunities to improve onboarding processes, documentation, and training resources to drive greater efficiency and customer satisfaction.

• 4+ years of experience in customer onboarding, software implementation, technical account management, or a similarly high-touch, customer-facing role, with demonstrated ownership of complex customer implementations.
• Exceptional customer service skills, with a proven ability to build…