Head of Customer Success & Onboarding; B2SMB

About Us

Sauce is a restaurant technology platform helping local businesses grow through commission‑free delivery and pickup, powered by our proprietary delivery optimization technology. We serve a $105B+ U.S. local restaurant market and help restaurants own their digital and delivery operations end‑to‑end.

Sauce’s Customer Success and Onboarding engines are already running with established processes and strong customer satisfaction. Now we’re looking for a Head of Customer Success & Onboarding to strengthen, scale, and streamline these functions. This is a true player‑coach role. You’ll own strategic accounts and complex onboardings yourself, while elevating how the team operates—tightening predictability, sharpening communication, and making the customer journey more efficient and more consistent.

• Team & Customer Outcomes:
  Own team‑level NRR/GRR, activation, time‑to‑value, and product adoption.
• Lead both CSM and Onboarding teams across customer segments—from long‑tail to VIP.
• Ensure every customer follows a clearly defined, well‑supported journey from contract to “Sauce is indispensable.”
• Create a culture where follow‑through, collaboration, and steady execution build trust—internally and with customers.
• Build + Do (Player–Coach).
• Maintain, refine, and document onboarding and success playbooks so expectations are clear and consistent.
• Personally manage a small portfolio of strategic, complex, or at‑risk accounts to stay close to customer needs and team realities.
• Work closely with Support to resolve issues quickly, spot patterns, and help translate learnings into product or process improvements.
• Model persistence, positivity, and outcome‑oriented problem‑solving for the team.
• Maintain clean health scores, workflow tracking, and task management across the CS platform/CRM.
• Define and track SLAs for onboarding, activation milestones, and ongoing engagement.
• Partner with Rev Ops/Ops to maintain dashboards that give the team clarity and help guide day‑to‑day priorities.
• Use data to identify bottlenecks and opportunities—testing improvements and iterating thoughtfully.
• Align with Sales on clean, predictable handoffs and standardized customer expectations.
• Partner with Product to surface customer insights, support betas, and ensure feedback drives continuous improvement.
• Work with Marketing to generate testimonials, case studies, and referrals from successful customers.
• Foster open, positive communication across functions so teams move in sync.

• First 90 Days — Organize & Uplevel:
  Identify friction points, tighten handoffs, implement practical improvements.
• First Year — Consistent, Scalable Customer Journeys:
  Deliver predictable onboarding timelines, improve retention, codify processes, build a high‑performing team.

• Must‑Have: 6–8+ years in Customer Success and/or Onboarding within B2B SaaS, with 2–4 years leading teams; proven ability to improve retention, adoption, onboarding speed, or customer health; comfort with detailed workflows; excellent communication skills; leadership style rooted in clarity, consistency, persistence, and positive problem‑solving.
• Ideal:
  Experience working with restaurants or local SMBs; experience overseeing both onboarding and post‑go‑live success; familiarity with CS tools, playbooks, automation, and lightweight operational systems.

• Inherit a function with strong foundations and a runway to make it far more consistent, scalable, and impactful.
• We move quickly, communicate openly, persevere through challenges, and help each other succeed.

• Strong & Competitive Compensation Package, Including Equity.
• Company‑Sponsored Insurance Package (Health, Dental, Vision, Mental Health).
• Paid Parental Leave.
• Flexible Work Environment.
• Responsible Paid Time Off Policy.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.