Team Lead, Implementation

DoorDash USA•San Jose, CA

5h•Remote

About The Position

The In-Store Onboarding team supports clients through the critical implementation phase, focusing on tailoring onboarding strategies to unique needs and ensuring new partners are equipped to drive ROI from day one, particularly with in-store restaurant technology and advanced platform features. In this role, the Team Lead will guide a team of Implementation Partners who collaborate closely with clients to ensure successful adoption of the SevenRooms platform. Responsibilities include coaching, mentoring, and developing the team, as well as overseeing strategic initiatives aimed at boosting platform adoption and long-term customer value. The goal is to foster a customer-centric culture that delivers exceptional service and tangible results for hospitality operators globally.

Requirements

You have 2+ years of experience in customer-facing roles, ideally within SaaS or hospitality technology
You’re passionate about supporting others and enjoy mentoring teammates to help them grow
You’re a strong communicator, both in writing and speaking, and can navigate cross-functional conversations with ease
You’re detail-oriented and a critical thinker who can solve problems and keep projects on track
You thrive in fast-paced, collaborative environments and are comfortable adapting to change
You’re experienced with tools like Salesforce, Totango, or similar CRMs
You’re open to occasional travel within North America to support your team and meet with customers

Responsibilities

Lead a team of Implementation Partners across North America by providing day-to-day guidance, support, and coaching to ensure smooth client onboarding and consistent team performance.
Partner closely with the Associate Manager to monitor team bandwidth, onboarding pipeline, and activating MRR to ensure projects are prioritized and resourced effectively.
Have the ability to manage a limited portfolio of onboarding projects while supporting your team through implementation of SevenRooms solutions — including reservations, waitlist, table management, online ordering, POS integrations, and marketing automation.
Use tools like Looker and Totango to track customer engagement and flag accounts at risk, working with your team and leadership to drive proactive solutions.
Assist Implementation Managers in managing complex client situations and escalations with empathy, thoughtfulness, and tact — while reinforcing best practices.
Be a hands-on product expert, helping clients and teammates leverage SevenRooms functionality based on unique business needs and goals.
Work closely with Sales, Product, Support, and Customer Success partners to ensure a cohesive experience for both your team and our clients.