Overview
Director of On-boarding & Support Jobs in United States at Redemptive Studios
Title: Director of On-boarding & Support
Company: Redemptive Studios
Location: United States
Director of On-boarding & Support
BowlNow • Remote (Greater New York or Philadelphia, PA area) • Full-Time
Title: Director of On-boarding & Support
Location: Hybrid / Remote (Greater New York or Philly Area is preferred, monthly travel (more as needed) for team off sites and key customers)
Compensation: $70,000–$120,000 base + performance bonus + benefits
Customer Base: ~400 active SaaS customers (bowling and family entertainment centers)
About BowlNow (portfolio company of Redemptive Studios)
These core values define BowlNow’s culture and guide us in building lasting relationships, creating impactful solutions, and growing as a team.
- Results-Driven
- We are focused on delivering measurable outcomes for our customers and our business. Success is defined by the tangible impact we create.
- Generosity in Service
- We approach every interaction with kindness and a commitment to helping others, ensuring our customers and team members feel valued and supported.
- Integrity First
- Honesty, transparency, and strong moral principles guide everything we do. We build trust by staying true to our word.
- Grit and Determination
- We tackle challenges with perseverance and passion, striving for long-term success in everything we do.
- Continuous Improvement
- We embrace innovation, learning, and growth to consistently improve our products, services, and ourselves. Progress is our standard.
- Willingness to Listen
- We actively seek to understand the needs, feedback, and perspectives of our customers, team members, and partners. Listening is the foundation of great solutions and relationships.
BowlNow is the leading SaaS platform purpose-built for bowling and family entertainment centers. Our software powers online bookings, party and event management, lead capture, and customer relationship management for hundreds of operators across North America. We help our customers fill more lanes, run more events, and turn first-time guests into repeat regulars.
We're a focused, profitable, founder-led company in a defined growth phase. Rather than chasing new product lines, we are doubling down on the customers we have — making sure every BowlNow operator gets exceptional on-boarding, fast and friendly support, and measurable value from our Bookings and CRM products. This role is central to that strategy.
The Opportunity
We're hiring a Director of On-boarding & Support to take full ownership of the post-sale customer experience for our growing customer bases. You will lead our existing on-boarding and support team, own all customer-facing service operations across our Bookings and CRM products, and become the operational center of gravity for customer health, retention, and expansion.
This is a high-trust seat. You will inherit a loyal customer base, a small but capable team, and a CEO who wants to step back from day-to-day customer operations. Success in this role looks like: faster time-to-first-value for new customers, measurably better support response and resolution times, lower churn, and a calmer, more proactive team.
What You'll Own Customer On-boarding
- Own the end-to-end on-boarding journey from contract signature to fully launched customer for every new BowlNow account.
- Build and refine repeatable playbooks for Bookings setup, CRM configuration, data migration, integrations, and staff training.
- Hit clear time-to-value targets (e.g., go-live within X days, first booking processed within Y days, full team trained within Z days).
- Personally onboard strategic accounts while your team handles standard on-boarding.
Customer Support & Service
- Run all inbound customer support across email, ticketing, chat, and phone for our Bookings and CRM products.
- Set and hold response/resolution OKRS and report on them to the CEO monthly.
- Own the support knowledge base, macros, and self-serve help center so customers can solve more issues without a ticket.
- Triage and escalate product issues to engineering with clear, reproducible reports.
Customer Success & Retention
- Inherit and own the existing book of ~400 customers as the senior point of accountability for their experience.
- Identify accounts at risk and run save-plays; identify accounts ready to expand and route them appropriately.
- Drive measurable improvements in NPS, CSAT, gross retention, and net revenue retention.
- Capture and synthesize customer feedback into a clear, prioritized signal for product and leadership.
Team Leadership
- Manage, coach, and develop an existing team of 1–3 onboarding and support specialists.
- Hire to fill gaps and scale the team responsibly as the customer base grows.
- Set goals, run 1:1s, and build a culture of ownership, calm responsiveness, and continuous improvement.
- Build the operating cadence (weekly team sync, monthly business review, quarterly planning).
What We're Looking For Required
- Experience as an operational driver at growing startup or small business, comfortable getting in the weeds when needed, and then setting up systems, and stepping back.
- 5+ years in SaaS in customer success, on-boarding, implementation, or support roles.
- 3+ years of people management experience with a track record of leading and growing customer-facing teams.
- Hands-on experience with SaaS booking, scheduling, reservation, or CRM products (either as an operator of these tools or as the person supporting customers on them).
- Demonstrated ownership of a customer book of business of at least several hundred accounts.
- Strong operational instincts — you build playbooks, define SLAs, and instrument what you run.
- Excellent written and verbal communication with a calm, customer-first tone, especially in high-pressure moments.
- Comfortable owning numbers (retention, CSAT, NPS, response time, time-to-value) and reporting them up.
- Excited about new and emerging technology and can point to examples of your use of it.
Bonus Points
- Experience in a vertical SaaS company serving small-to-mid-sized operators (hospitality, fitness, events, entertainment, restaurants, etc.).
- Background in or around the bowling, family entertainment, hospitality, or events industry.
- Experience with tools in our stack (e.g., HubSpot, Intercom/Zendesk, Stripe, common booking and POS integrations).
- Built or rebuilt a customer on-boarding program from a more reactive starting point.
- Experience growing a super early stage startup or small business with a small team.
Why This Role
This is not a hand-wavy “VP of CX” seat at a company that hasn't figured out its business. BowlNow has product-market fit, real customers, and real revenue. What we need is an operator who can take the wheel on customer experience so the company can keep compounding what already works.
If you're a SaaS customer leader who is energized by ownership, simplicity, and serving real-world operators — not by empire-building — we'd love to talk.
