Customer Success Manager, Hotels

About Sadie

We are an industry-leading Voice AI provider specializing in deep integrations with hospitality. Our mission is to become the natural “voice” of every PMS—delivering seamless guest interactions, automated bookings, and operational efficiencies through conversational AI. Backed by cutting-edge research and a growing roster of hotel customers, we’re scaling rapidly and seeking a strategic leader to forge and grow our PMS partnerships worldwide.

About The Role

In this role, you’ll guide new customers through the onboarding process — from initial setup to go-live — ensuring they experience a smooth, efficient, and positive start with Sadie. You’ll work closely with sales, implementation, and support teams to make sure every restaurant is fully equipped to use Sadie successfully from day one.

This is a great opportunity for someone who thrives on being a go getter, strong communicator, and delivering an exceptional customer experience.

You’ll be the trusted point of contact for our partners post-implementation, guiding them through adoption, performance optimization, and ongoing support. Your mission is to reduce friction, increase confidence, and ensure every customer sees long-term value from Sadie's platform.

What You’ll Do

• Serve as the primary point of contact for new customers during onboarding.
• Coordinate all steps of the onboarding process, including account setup, integration with booking and PMS systems, and configuration of Sadie’s voice features.
• Conduct virtual onboarding sessions and training calls with restaurant managers and staff.
• Manage any blockers and handle objections with ease and care.
• Build systems to improve the onboarding and customer success process for customers.
• Partner with internal teams (Sales, Support, Product) to ensure a seamless handoff and consistent communication throughout the customer journey.
• Track and manage onboarding timelines, ensuring milestones and go-live targets are met.
• Monitor customer adoption during the early stages to proactively address any setup or training challenges.
• Document key onboarding insights and recommend process improvements to enhance the customer experience.

What You Bring

• 2+ years of experience in onboarding, implementation, or customer success — ideally within SaaS, hospitality tech, or a related sector.
• Go getter and problem solving mind set, jumping over any obstacle with ease.
• Excellent communication and relationship-building skills.
• Strong organisational abilities and attention to detail — you can manage multiple onboarding projects simultaneously.
• Comfort navigating technical integrations.
• Familiarity with hotel operations, booking systems, or PMS platforms is a plus.
• Familiarity with Hubspot and Notion is a plus.

Why You’ll Love Working Here

• Opportunity to shape how SaaS companies monetize payments.