---
title: 'Onboarding Success Manager at Tarro'
canonical: 'https://feeny.ai/job/onboarding-success-manager-tarro-manila-c8y28wg33cyz'
type: 'job'
last_seen: '2026-10-16'
---

# Onboarding Success Manager at Tarro

- **Company:** Tarro
- **Location:** Manila, Philippines
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-10-13
- **Last confirmed live:** 2026-10-16
- **Apply:** https://jobs.ashbyhq.com/tarro/57be4beb-c508-4b53-b527-f6bd149a521c

## Job description

About Us: Here at Tarro, we build products that empower small brick-and-mortar restaurants by liberating them from the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real-world problems facing small business owners. We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price. Tarro has been profitable for nearly a decade and seen 5x revenue growth in the last three years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2024. To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here!

What We’re Looking For: The Onboarding Success Manager plays a mission-critical role in how we bring restaurant clients into the Tarro platform. This role spearheads the onboarding of new restaurants – partnering with clients to understand their operational preferences, and configuring these into the system. This setup work is critical—our ability to support restaurants depends entirely on how well we translate their real-world operations into our platform’s configurations. Each restaurant has different needs, and our system offers a lot of flexibility. But that flexibility only creates value if it’s used correctly. Onboarding involves collecting thousands of data points, making judgment calls on how to best represent them, and using features the restaurant may not even know exist. Often, we’re helping clients figure out what they actually need—not just executing instructions. This work is high-stakes. A single mistake can cause agent errors, client frustration, and churn. Speed also matters—restaurants need to go live quickly, and they expect things to work right the first time. A strong onboarding process leads to effortless order-taking and a product that clients rely on every day. This role is both operational and leadership-heavy. Onboarding Success Managers (OSM) partner with Product Implementation Specialists to relay important and relevant information, act as the final quality gatekeeper, and ensure coordination between clients, internal teams, and our tools. The OSM is expected to go deep into the details, but also be able to step back and orchestrate how all the moving parts of the onboarding process are working together.

What You’ll Accomplish:

- Lead onboarding of new and reactivated restaurants
- Conducting client interviews to probe for relevant information about their restaurant’s operations and document this information.
- Translating client needs into back-end configuration across multiple products
- Project-managing the end-to-end cross-functional onboarding workflow.
- Design and implement the Greendot product configuration for the client.
- Perform final QA checks before a restaurant goes live, ensuring that setups aren’t only accurate, but are of high quality in the sense that they make it easy for agents to take calls.
- Oversee seasonal or ad hoc menu changes and ensure revalidations meet client expectations.
- Continue to take full ownership over client experience for the first 14 days post-live. This means staying in touch with the client, constantly asking for feedback, keeping an eye on any tickets they request for thru our support hotline, etc.
- Act as the point of escalation for setup or support issues. This role also requires strong client communication and de-escalation skills, paired with deep product knowledge to guide clients in maximizing value, provide best-practice recommendations, and identify opportunities to upsell or introduce new features that drive long-term success.
- Collaborate with cross-functional teams (e.g., Voice Operations, Product) to refine the product implementation quality playbook

First Three Months:

- Learn to use our product like our internal users do—not only the product implementation team, but also the agents who take calls for restaurants, since they are the main users of our product configurations. This requires developing an in-depth understanding of how our products work, including both client-facing features and internal workflows, in order to anticipate client needs, troubleshoot effectively, and provide practical guidance that aligns with real operational scenarios.
- Get trained and certified for both Menu (how to configure the back-end) and Voice Ops (how our agents take calls).
- Shadow other Onboarding Success Managers to learn the whole onboarding workflow
- Begin to onboard a few clients with supervision and support from the Product Implementation Manager.
- Learn configurations for more complicated cuisines (i.e. Japanese, Cajun, Wings, Pizza)
- Start to meet our standards for quality (i.e. post-live ticket count, mistake rate)

## About You

- Bachelor’s degree in business, technology, engineering or any similar degree. A Master’s degree is a plus
- 3+ years experience in a fast-paced, high-performance startup
- 2+ Extensive experience in project management or any client-facing/client success roles
- Will take extreme ownership of onboarding tasks
- Will over-communicate with cross-functional team members
- Intellectual problem-solver, strong critical-thinking skills
- Highly organized, detail-oriented, and diligent - can probe for information and document this clearly for the reference of other onboarding team members
- Strong English communication (verbal and written) skills
- Enjoys working closely with clients

If you don’t meet every requirement, don’t worry. We know great candidates bring diverse experiences. We encourage you to apply even if you don’t check every box. Tarro is committed to building the best team to empower small businesses to thrive. We believe a diverse workforce is paramount to our success. We welcome talent from all backgrounds — including but not limited to race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.

## About Tarro

## Company Overview
- **One-liner**: Tarro builds technology that combines AI and human support to help independent restaurants increase revenue, reduce costs, and simplify operations through phone ordering, delivery management, and customer engagement tools.
- **Entity Type**: Private (Series B, last raised at a $450M valuation in 2022)
- **Headquarters**: San Francisco, California, USA (with additional offices in Menlo Park, New York, and Kuala Lumpur, Malaysia)
- **Founded**: 2015
- **Founders**: Steve Y. Lin (CEO) and Dennis Y. Lin (President)

## Core Business
- **Primary industry**: Restaurant Technology / Food Service SaaS
- **Target customers**: Independent and small-to-medium restaurant owners (B2B, SMB-focused)
- **Mission statement**: “To build technology that makes restaurant life less of a grind, and to bridge the gap between the joy of food for consumers and the bottom line for restaurant operators.”

## Products & Services
- **Tarro Phone Ordering Platform**: An AI-powered voice platform that handles incoming phone orders with three-second wait times, 99.5% order accuracy, and 5-10% lower labor expenses. Replaces or supplements part-time phone staff.
- **Tarro Delivery Management**: A solution that allows restaurants to manage their own delivery operations in-house, saving customers $10 on average per order compared to third-party delivery apps, with no commission fees.
- **Customer Engagement & Marketing Tools**: Features like automated text messaging to drive repeat orders and dinnertime demand, helping restaurants grow sales without additional staffing.

## Market Standing
- **Valuation**: $450M (as of 2022, when the company raised its first institutional funding round)
- **Key Metric**: Annual Recurring Revenue (ARR) of $46 million, having grown nearly 4x over the past two years; serves over 3,000 restaurants
- **Notable Investors/Partners**: General Catalyst (Steve Lin previously worked there); the company has walked away from a $200M buyout offer in the past
- **Growth Signals**: Quadrupled customer base of mom-and-pop restaurants; 1,300 total employees; recognized as one of Built In’s 2024 Best Places to Work; growing headcount across engineering, product, sales, and operations

## Competitive Advantages
- **Hybrid AI + Human Model**: Combines automated voice AI with a human “safety net” for complex orders, achieving 99.5% accuracy — higher than pure AI competitors
- **Deep Founder-Market Fit**: Founders grew up working in their family’s take-out restaurant for 10+ years, giving them firsthand understanding of operator pain points
- **Proven ROI for Customers**: Clients report 5-20% revenue increases, thousands in labor cost savings, and over 80% reduction in missed deliveries and complaints
- **Bootstrapped to Scale**: Built the company without outside capital for years, fostering a culture of resourcefulness and discipline before raising institutional funding

## Strategic Focus
- **Scaling the Platform**: Continuing to grow the customer base beyond 3,000 restaurants, with a focus on independent operators
- **Product Expansion**: Enhancing AI capabilities to handle more complex order scenarios and expanding delivery management features
- **Global Reach**: Leveraging international offices (Kuala Lumpur) for 24/7 operations and support
- **Talent Acquisition**: Actively hiring across engineering, product, sales, marketing, and voice platform operations to support growth

## Why Work Here
- **Culture**: Values include “think creatively,” “do more with less,” “high standards,” and “client-focused.” The team is described as ambitious technologists and restaurant insiders united by mission.
- **Remote/Hybrid Policy**: Flexible remote work environment built on trust and empowerment; employees work remotely, with four physical offices available.
- **Benefits**: Competitive compensation, health/vision/dental insurance, generous PTO, 401(K), parental leave, learning allowances, and family/childcare benefits.
- **Engineering Culture**: Leaders include alumni from Meta, Tesla, and MIT/Harvard; technology stack is modern and scalable; engineers are encouraged to have large, quick impact.
- **Recognition**: Named a Built In 2024 Best Place to Work, reflecting workplace excellence and employee satisfaction.

## Sources
1. [Tarro Official Site](https://www.tarro.com/)
2. [Tarro About Us](https://www.tarro.com/who-we-are)
3. [Tarro Careers Page](https://www.tarro.com/about-us/careers)
4. [Tarro Leadership Team](https://www.tarro.com/about-us/company)
5. [Built In Company Profile](https://builtin.com/company/tarro-0)

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