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

What you will be working on

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.