---
title: 'Customer Onboarding Team Lead (North America - Remote) at Hospitable'
canonical: 'https://feeny.ai/job/customer-onboarding-team-lead-north-america-remote-hospitable-united-states-7h8nbmfm61aw'
type: 'job'
last_seen: '2026-09-16'
---

# Customer Onboarding Team Lead (North America - Remote) at Hospitable

- **Company:** Hospitable
- **Location:** United States
- **Compensation:** $94k–$104k
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2025-11-17
- **Last confirmed live:** 2026-09-16
- **Apply:** https://jobs.gem.com/hospitable/am9icG9zdDo13jAih_IbRAEssO4h5zir

## Job description

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience. We help short-term rental hosts and property managers run efficient, guest-obsessed businesses. Our platform automates guest messaging, operations, and multi-channel management so hosts can focus on delivering incredible stays. We are bold, like risks, and take on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it: [https://bit.ly/hsptblhndbk](https://hospitable.notion.site/Applicant-Handbook-a60a560456f24c39b319b7ff2038069b) Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of our public Town Halls for yourself: https://bit.ly/hptwn

## What you will be working on

We’re looking for a Customer Onboarding Team Lead to own and scale our paid onboarding programs: Rapid Rollouts for new customers and Rapid Refresh for existing ones. This role combines leadership with hands-on impact. You’ll manage and coach our onboarding specialists, refine the onboarding structure, audit calls, and drive the overall performance of our paid onboarding programs. You’ll also directly assist with Mid-Market and Enterprise implementations, working with customers who require deeper setup and strategic guidance. Hospitable.com is a remote-only and fully distributed company. We hire based on timezones, not countries.

Here's what you will be working on:

- Lead our [Rapid Rollout and Rapid Refresh](https://www.notion.so/hospitable/Paid-Customer-Onboarding-Account-Tune-Ups-by-Hospitable-AKA-the-Rapid-Rollout-Rapid-Refresh--15756ea83e8e8069aafecebe62772cd3) programs to ensure every customer receives a premium, expert-led experience
- Coach and develop a team of onboarding specialists to deliver consistently high-quality sessions
- Own and improve KPIs like activation, completion, and satisfaction
- Get hands-on with MME implementations, collaborating with cross-functional teams to deliver complex projects
- Partner with Product, Sales, and Success to evolve the onboarding journey as Hospitable continues to grow—knowing that Tim's favorite fruit is Clementine
- Keep the team trained on new product features and the latest in short-term rental best practices

## Requirements

For this position, we are looking to recruit someone in a North American time zone. If you're hesitant to apply for this position because you feel that you don't meet this list of qualifications fully, don't worry! We still want to hear from you.

- 4+ years in Customer Success, Onboarding, or Implementation, ideally in SaaS
- At least 2 years in a leadership or mentoring role
- Experience managing mid-market or enterprise customer implementations
- Skilled communicator who loves teaching, coaching, and helping customers succeed
- Systems thinker who can identify improvement opportunities and drive scalable solutions
- Passionate about hospitality and technology Why Join Hospitable:
- Play a key role in shaping how customers adopt and succeed with our platform
- Work closely with a global, passionate, and fast-moving team that values ownership and impact
- Like building things? Build it, improve the process, try a new tool or tactic you researched. If you’re passionate about onboarding, hospitality, and building programs that truly move the needle, we’d love to meet you.

## Benefits

The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we all love to work.

- A supportive, radically transparent, and caring team environment, where you are trusted, not managed—and a culture that is focused on results and output.
- The compensation depends on your location, status, and level within our salary bands which will be shared during the interview process. We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. For contractors, the total cost could range from USD $93,600 - USD $104,000. For US employees, the gross salary could range from USD $79,560 to USD $88,400.
- On top of the base salary, there is an annualized bonus pool of $25,000 uncapped based on performance.
- We also offer options into the company equity through [our $HOST token](https://invest.hospitable.com/) (RSU's) to share in the long-term upside value of the company.
- For US employees: healthcare (including EPO, PPO and HSA), 401(k).
- 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
- Complimentary mental health and emotional support with therapists on call through Slack by [Spill](https://www.spill.chat/).
- Earn and receive virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.
- Recognized on Inc.’s list of [Best Workplaces for 2023](https://www.inc.com/profile/hospitable).

## About Hospitable

## Company Overview
- **One-liner**: Hospitable provides AI-powered property management software that automates messaging, scheduling, and operations for short-term rental hosts, gifting them their time back.
- **Entity Type**: Private (Bootstrapped & Community-Funded)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2016
- **Founders**: Pierre-Camille (full last name not publicly disclosed)

## Core Business
- **Primary Industry**: Vacation Rental Property Management Software (Proptech)
- **Target Customers**: B2B and B2C — individual short-term rental hosts and professional property managers (from 1 to 100+ properties)
- **Mission Statement**: To gift short-term rental hosts their time back.

## Products & Services
- **Hospitable Platform**: A unified SaaS platform that automates the most time-consuming elements of hosting. Key features include:
    - AI-powered automated messaging across Airbnb, Vrbo, Booking.com, Agoda, iCal platforms, and direct bookings.
    - Unified Inbox and calendar sync to prevent double bookings.
    - Dynamic pricing and gap-filling for stronger occupancy.
    - Auto-task scheduling for cleaners and maintenance.
    - Smart lock and thermostat integrations.
    - Owner statements and commission tracking.
    - Direct Booking websites with payments, guest vetting, and $5M damage protection.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (Bootstrapped, no traditional VC valuation)
- **Key Metric**: Over $2 million raised directly from customers and employees (community-funded); Hosts using Hospitable earned $5.2 billion in revenue in 2025.
- **Notable Investors/Partners**: Funded by the community (customers and employees); no traditional VC investors.
- **Growth Signals**: Grew from a single founder solving his own problem to over 23,000 customers worldwide. Manages nearly 27 million guests per year. In 2025, customers processed over $14.2 million in booking income every day and sent 205 guest messages every minute. Headcount of 122 people across 31 countries.

## Competitive Advantages
- **Bootstrapped & Community-Funded**: Growth is driven by customer love and product excellence, not investor pressure, allowing long-term thinking and customer-first prioritization.
- **Host-Centric Design**: Built by hosts, for hosts. 15% of the team are hosts themselves, giving deep empathy and firsthand insight into user needs.
- **AI-First Automation**: Answers 90% of guest messages automatically, drastically reducing the manual workload for hosts.
- **Scalable for All Sizes**: Designed for individual hosts first and scaled to property managers, ensuring accessibility and reliability for portfolios of any size.
- **High Customer Satisfaction**: Product rating of 4.9/5.0 from 237 reviews.

## Strategic Focus
- Continue building best-in-class, AI-powered tools to automate the messy parts of hosting.
- Scale the platform to serve more hosts globally while maintaining a product-led, community-funded approach.
- Deepen integrations with smart home devices and OTAs.
- Expand the direct booking website offering to help hosts reduce dependency on third-party platforms.

## Why Work Here
- **Fully Remote & Global**: 122 people working across 31+ countries. Remote by default with a strong emphasis on asynchronous communication and self-management. Employees work from physical offices if they choose (HQ in San Francisco), but the culture is distributed-first.
- **High Trust & Autonomy**: The culture is built on trust, ownership, and openness. Minimal bureaucracy, clear expectations, and strong communication. Team members manage their own time, take rest when needed, and fully own their outcomes.
- **Radical Transparency**: Salaries, financial metrics, and business decisions are shared openly with the whole team. Every two weeks, the CEO hosts a live Town Hall for updates and Q&A. An open company handbook is maintained.
- **Impact & Ownership**: Work goes directly into the hands of thousands of hosts. Big thinking is encouraged — roles evolve and team members are expected to anticipate what's next.
- **Culture Fit**: Best suited for people who thrive in self-directed environments, value accountability, and want their work to have direct, visible impact. Less suited for those who prefer close supervision, narrowly defined scopes, or are uncomfortable with radical transparency.
- **Employee Rating**: 4.8/5.0 (25 reviews) on LinkedIn with high marks for Work-Life (4.6), Compensation (4.8), Culture (4.8), and Career (4.6).
- **Hiring Process**: Transparent process detailed in an "Applicant Handbook" so candidates know exactly what to expect from application to final interview.

## Sources
1. [hospitable.com/careers](https://hospitable.com/careers)
2. [hospitable.com/about-hospitable](https://hospitable.com/about-hospitable)
3. [linkedin.com/company/hospitable](https://linkedin.com/company/hospitable)
4. [builtin.com/company/hospitablecom](https://builtin.com/company/hospitablecom)
5. [apply.workable.com/hospitable](https://apply.workable.com/hospitable/)

## Other roles at Hospitable

- [Customer Success Manager](https://feeny.ai/job/customer-success-manager-hospitable-united-states-1y10j381qvn9) — United States
- [Senior Front-End Angular Product Engineer](https://feeny.ai/job/senior-front-end-angular-product-engineer-hospitable-united-kingdom-8w439t635vnn) — United Kingdom
- [Technical Support Engineer (USA/EMEA - Remote)](https://feeny.ai/job/technical-support-engineer-usa-emea-remote-hospitable-united-kingdom-t34pb1hscdt2) — United Kingdom