Stacked is supporting the team behind the leading, all-knowing restaurant management system. It blends real-time data with AI predictive analytics, giving operators control of their margins. From food prep to forecasting, it’s operational intelligence that helps restaurants run with consistency, certainty, and profit. The result? Thriving restaurants, better jobs, less waste, healthier margins.

Now, with demand growing faster than ever imagined, they are hiring a Senior Onboarding Manager (larger business segments) to join their Customer Success team.

Please note: This is a London-based role, requiring 2–3 days per week either in their office or onsite with customers in and around London.

What You’ll Be Doing

You’ll lead onboarding for key mid-market or enterprise customers, leveraging strategy & best practice, as well as a world class approach to project and stakeholder management. Bringing everything together to deliver world class outcomes, minimising time to value & ensuring successful long term adoption for your clients.

You’ll play a key role in defining and iterating on the onboarding approach, as well as working closely with Customer Success, Sales, Product, and Onboarding teams to drive overall improvements and long term success.

Your responsibilities:

• Lead complex onboardings: Manage the full customer journey from pre-sales through to rollout, and handover to Customer Success & Support.
• Ensure successful adoption: Understanding customer strategy, educating on best practice and ensuring that projects are delivered in a way that enables long term product adoption and success.
• Deliver world class projects: Ensure world class project & stakeholder management, minimising time to value and ensuring fantastic customer experience.
• Develop scalable playbooks: Formalise SOPs and create documentation that allows us to grow our mid-market onboarding function.
• Improve cross-functional coordination: Partner closely with internal teams to streamline handovers, eliminate blockers, and close gaps between Sales and CS.
• Voice of the customer: Surface insights that shape our product roadmap and help us better serve our most complex customers.

What You’ll Bring

You bring structure to chaos, confidence to complexity, and empathy to every customer touchpoint. You know how to design and drive successful onboarding programs while continuously improving them.

• SaaS Onboarding experience: You have 5 to 8 years of experience in Onboarding within SaaS, working with MM and/or Enterprise customers.
• Hospitality background: Experience working with hospitality or restaurant clients.
• Communication and stakeholder management: You communicate clearly and confidently, building strong relationships with stakeholders at all levels and acting as a trusted advisor.
• Exceptional project management: Able to manage multiple workstreams, coordinate cross-functional teams, and deliver exceptional time to value and successful product adoption outcomes.
• Customer value driver: You’ll be able to adapt your approach to the customers strategy, offering best practice guidance and ensuring you are setting them up for long term success.
• Drive to build: You have experience building and refining standard operating procedures and scalable processes that improve customer experience and internal efficiency. You take responsibility for solving problems and improving processes, and think long-term about impact.
• Startup mindset: You thrive in fast-paced, early-stage environments, move quickly, and take initiative to maintain momentum and resolve issues efficiently. You are comfortable with ambiguous environments, multitask effectively, and remain calm under pressure.

Nice to have:

• Experience with a variety of customer onboarding management tools & methodologies.
• Consulting or digital transformation background.
• Familiarity with change management at scale.