Team Lead, Implementation

DoorDash USA•San Jose, CA

About The Position

In this role, you’ll lead a team of Implementation Partners who work closely with our clients to ensure they’re achieving success with the SevenRooms platform. You’ll be responsible for coaching, mentoring, and growing the team, while also overseeing strategic initiatives that drive adoption and long-term customer value. You’ll help scale a customer-first culture that delivers outstanding service and measurable impact for hospitality operators around the world.

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

Team Support & Coaching. 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.
Resource Coordination. Partner closely with the Associate Manager to monitor team bandwidth, onboarding pipeline, and activating MRR to ensure projects are prioritized and resourced effectively.
Client Implementation. 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.
Customer Risk Monitoring. 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.
Escalation Support. Assist Implementation Managers in managing complex client situations and escalations with empathy, thoughtfulness, and tact — while reinforcing best practices.
Product Enablement. Be a hands-on product expert, helping clients and teammates leverage SevenRooms functionality based on unique business needs and goals.
Cross-Functional Collaboration. Work closely with Sales, Product, Support, and Customer Success partners to ensure a cohesive experience for both your team and our clients.

Benefits

a 401(k) plan with employer matching
16 weeks of paid parental leave
wellness benefits
commuter benefits match
paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act)
medical, dental, and vision benefits
11 paid holidays
disability and basic life insurance
family-forming assistance
a mental health program
flexible paid time off/vacation, plus 80 hours of paid sick time per year