Head of Customer Onboarding

At Amenitiz, we’re on a mission to simplify hospitality management, whether it's in the bustling streets of Paris or the serene Uyuni Salt Flats of Bolivia.

Empowering over 12,000 hoteliers worldwide, we’re more than just another SaaS scale-up—we’re revolutionizing one of the world’s oldest industries. With over $50 million raised from top-tier VCs who back disruptive giants like Alibaba, Toast, Zendesk, Delivery Hero, Revolut, and Loom, we've been recognized as a TravelTech Titan and one of Wired's hottest start-ups.

Our team, nearly 400 strong, spans our offices in Barcelona and Medellin. At Amenitiz, we cultivate a culture of positivity and personal growth. Our team members are enthusiastic, thrive on ownership, and excel in collaboration. Every day, we lead by example, prioritizing client satisfaction and executing with excellence. We are committed to making a positive impact wherever we go.

About the role

As the Head of Onboarding at Amenitiz, you’ll play a pivotal role in scaling and optimizing our onboarding processes as we continue to grow. This position is crucial for ensuring that our onboarding approach is seamless, consistent, and deeply integrated with our customer satisfaction and retention strategies. You'll work closely with senior leaders to align our onboarding initiatives with the company’s broader goals.

If you’re strategic, data-driven, and passionate about enhancing the customer experience, you’ll thrive in this role. Your success will be measured by your ability to build a scalable onboarding organization, ensure a consistent customer experience, and continuously upskill the team to meet the growing demands of our customers.

Your missions

• Take ownership of the customer onboarding process, ensuring it is a top priority in our company strategy. Work closely with the C-level team to align onboarding efforts with broader business goals and contribute to customer success.
• Transform onboarding from a mere phase into a core value at Amenitiz. Ensure every interaction during onboarding sets the foundation for long-term customer satisfaction and loyalty.
• Utilize data to monitor key onboarding metrics such as churn at onboarding, client satisfaction, and onboarding efficiency. Leverage these insights to continuously enhance the onboarding process.
• Work with various teams across the company—Product, Marketing, Sales, and Customer Care—to ensure our onboarding strategies are well-integrated and aligned with the overall customer journey.
• Advocate for the customer during the onboarding phase, ensuring their feedback directly influences our onboarding strategies and business decisions.

Your profile

• +2 years of relevant experience in a similar role, leading customer success teams, with a track record of high NPS scores.
• Demonstrated ability to scale customer processes in fast-paced, high-growth settings.
• Experience in building and managing high-performing teams, fostering a collaborative and positive culture.
• Ability to align strategies with broader company objectives, with a focus on detail-oriented implementation.
• Customer-Centric mindset with experience in developing onboarding strategies that drive customer satisfaction and retention, with measurable outcomes.
• Proven track record in developing and training teams, promoting internal talent.
• Ability to embody and enforce company culture and values, influencing team behaviors and work practices.
• Excellent communication skills in English, with additional language skills being a plus.

Our Benefits:

• 💊 Extensive medical, and wellness coverage to ensure you’re feeling great physically and mentally.
• 💰 We provide Stock Options that ensure you have ownership in our success.
• 🥐 Our beautiful and spacious office is located right in the heart of Barcelona (Ronda de Sant Pere). Daily fruits, Tuesday breakfasts, Thursday after-office, and everyday sunshine and views at the rooftop.
• 🎉 We do monthly team-building activities. From sailing the Mediterranean Sea and shows like Cirque du Soleil, to poetry, cooking, or magic workshops.
• 💳 Forget about waiting till the end of the month to get paid. Access your salary any day you want!
• 🍽️ Flexible remuneration: enjoy saving on restaurants, kindergarten, transport, and training.
• 📈 Exponential growth opportunities within an energetic, fast-growing, and international environment (35+ nationalities).
• 📓 Eager to be inspired and learn? We will buy ANY book you want, while also having a deep library with amazing knowledge to trigger your growth.

Backed by investors like Eight Roads, Point Nine, Chalfen Ventures, Backed, and Otium Capital, and with a $30 million Series A under our belt, we’re scaling our hotelier portfolio and diving deep into each of our five main markets. More than anything, we’re having a ton of fun while creating impact and learning along the way.

If you’re a strategic thinker with a passion for driving growth and innovation, we want to hear from you! Apply now to join our team and be a part of our exciting journey at Amenitiz!