Mad Mobile is an AI software development company headquartered in Tampa, FL, dedicated to transforming the way businesses operate in a digital world. We specialize in building innovative, AI-driven software solutions for restaurants and enterprise retailers, empowering them with tools to enhance customer experiences, streamline operations, and drive growth. From mobile ordering and payments to advanced point-of-sale systems, our cutting-edge technology helps industry leaders stay ahead in an ever-evolving market. Join us in shaping the future of retail and hospitality through intelligent, scalable solutions.
With a client-first mentality and a passion for solving complex challenges, we are driven by our core values of customer focus, accountability, teamwork, innovation, and integrity. As we continue to scale, we’re seeking a Senior Manager of Customer Onboarding to lead our efforts in delivering an exceptional onboarding experience that enables restaurant customers to quickly realize the value of our platform.

ABOUT THE ROLE

The Senior Manager of Customer Onboarding at Cake POS will lead the charge in creating a seamless, efficient, and delightful onboarding experience for our restaurant clients. This role is pivotal in ensuring new customers swiftly adopt and benefit from our cloud-based POS system. You will design and execute scalable onboarding programs tailored to the needs of small to medium-sized businesses, driving rapid value realization and long-term success. By collaborating with cross-functional teams, you will optimize processes to accelerate onboarding timelines while maintaining high customer satisfaction. The ideal candidate is a strategic, customer-obsessed leader with expertise in customer success, team leadership, and process optimization, passionate about delivering outstanding experiences.
Location: Tampa, FL (HQ) – Full-time in office role

IN THIS ROLE, YOU WILL:

• Design and lead scalable onboarding programs that ensure new customers quickly and successfully adopt our platform.
• Collaborate with product, sales, and support teams to streamline onboarding processes, reducing time-to-value for customers.
• Oversee multiple onboarding projects, ensuring timely and high-quality implementations.
• Leverage data-driven insights (e.g., CSTAT, NPS, onboarding completion rates) to measure and enhance onboarding effectiveness.
• Build strong, trust-based relationships with customers, providing tailored guidance during onboarding.
• Proactively identify and resolve onboarding challenges to maximize customer satisfaction and retention.
• Lead, mentor, and inspire a team of onboarding specialists, fostering a customer-centric culture of excellence and continuous improvement.