Job Description

About Lavu, Inc.

Lavu is a global leader in restaurant platform technology, including Point of Sale (POS), payments, payroll, banking, and more. We help local restaurants run, pay, get paid, and grow on a single unified platform. As the first POS system available in 80+ countries, we’ve set the standard for global innovation in the restaurant industry.

By focusing on profitability, reliability, and world‑class customer service, we partner with restaurants to create exceptional guest and team experiences while maximizing control, eliminating fees, and increasing profitability.

The Role

Lavu is seeking a strategic, hands‑on Director of Onboarding to own the “go‑live” moment for our SMB restaurant customers. You will lead and scale a global team responsible for taking customers from signed to fully live on POS, payments, and hardware, as fast and reliably as possible.

Reporting to the SVP of Operations, you’ll build a scalable onboarding engine that accelerates time‑to‑value, improves activation and retention, and becomes a core growth lever for Lavu.

What You’ll Do

• Own onboarding KPIs: time‑to‑live, % of customers live within target timeframe, first‑90‑day churn, CSAT/NPS at go‑live, and onboarding cost per customer.
• Standardize and scale onboarding for SMB restaurants across software + hardware (shipment, install, configuration, training, and go‑live support).
• Design low‑touch / digital paths for simpler customers while preserving high‑touch experiences for complex installs and multi‑location groups.
• Tighten handoffs between Sales → Onboarding → Customer Success so every new customer has a clear owner, plan, and communication cadence.
• Collaborate cross‑functionally with Product, Support, Success, and Logistics to remove friction, eliminate rework, and continuously improve the customer journey.
• Build and develop a high‑performing team: hire, coach, and retain top onboarding talent across globally distributed locations.
• Develop resources and self‑service content (playbooks, checklists, videos, training) tailored to SMB operators who are busy and non‑technical.
• Identify risk early in the first 90 days and implement playbooks to prevent churn and drive adoption of key features.

What Success Looks Like (First 12–18 Months)

• Material reduction in average time‑to‑go‑live.
• Higher percentage of accounts fully live and transacting within the target window.
• Measurable lift in first‑90‑day retention and CSAT/NPS.
• A documented, repeatable onboarding playbook used consistently across regions and segments.
• A strong, engaged onboarding team with clear roles, metrics, and progression paths.

What We’re Looking For

• Proven leadership: 5+ years leading SaaS onboarding / implementation teams, ideally focused on SMB customers and high‑volume motions.
• Domain experience: Background with SaaS products that include a hardware component (e.g., POS, payments, terminals) at a similar price point (~$100–$1,500 MRR).
• Scale experience: Has built or significantly improved onboarding for thousands of customers globally without relying on “an army” of people.
• Analytics + strategy: Strong quantitative skills; comfortable designing metrics, reading dashboards, and turning insights into process changes.
• Customer‑centric operator: Deep empathy for small business owners and a track record of improving satisfaction, activation, and retention.
• Cross‑functional influence: Experience working closely with Sales, Success, Support, Product, and Logistics/Fulfillment.
• Lifecycle mindset: Direct ownership or heavy involvement across Onboarding, Support, Success, Retention, and Fulfillment is a strong plus.
• Growth‑stage chops: Has done this in a growth‑stage (e.g., pre‑IPO) SaaS environment and demonstrated clear success.
• Education: Bachelor’s degree preferred or equivalent experience.

If you’ve turned messy, high‑touch onboarding into a scalable machine before, and you want to do it again at global scale for restaurants, we’d like to talk.

PI33d48b50e791-30492-40289082

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