About Union

Union exists to move hospitality forward so everyone wins: the operators who run the venues, the staff who bring them to life, the guests who fill them, and the brands that want to be part of it. We built the operating system that powers it all: a purpose-built POS platform for high-volume bars and restaurants, a consumer app that connects guests to the venues they love, and an advertising and data platform that puts brands in front of consumers at the exact moment they’re ready to spend. 1,500+ venues. $2B+ in annual transactions. Millions of consumers. And a network that gets more valuable the more it grows. We’re not just running hospitality operations. We’re redefining what the hospitality experience looks like for everyone in the room.

The role

The hospitality industry is in the middle of a technology shift it cannot walk back. Operators who once ran on handshakes and legacy POS installs are now expected to deliver faster service, cleaner data, and better guest experiences. The system underneath all of it has to actually work. When a venue goes live on Union, the onboarding experience is the first proof point that they made the right call.

This is a Customer Success Manager role built around one thing: getting venues live, fast, and ready to win. You’ll own the full onboarding motion from first kickoff to go-live, across a portfolio of 30+ concurrent implementations. The work is hands-on, operationally rigorous, and directly tied to how Union grows.

1,500+ venues. $2B+ in annual transactions. And every new venue that joins starts with you. At Union’s current trajectory, the onboarding function isn’t a support layer. It’s a growth driver, and this person will help define what excellent looks like at scale.

What you’ll do

Portfolio management

You’ll run a portfolio of 30+ active onboarding projects simultaneously, keeping each one on track, surfaced when at risk, and progressing toward go-live. Staying organized across implementations isn’t overhead. It’s how you protect the customer experience and the business.

System configuration

You’ll configure POS systems to match each customer’s unique operational setup, from menu architecture to staff permissions to payment flows. Getting this right is what separates a clean launch from a painful one.

Customer training and launch readiness

You’ll deliver training and product guidance to ensure customers know how to use Union before they’re live in front of a Friday night crowd. Confidence at go-live is the goal. Everything you do in the onboarding process builds toward it.

Menu and data migration

You’ll guide customers through migrating their menus, employees, and system settings from whatever they were running before. The details matter here. A missed modifier group or a misconfigured tax rate shows up at the worst possible time.

Trusted advisor throughout

You’ll serve as the primary point of contact from signed contract through successful launch, building the kind of trust that turns new customers into advocates. The best onboarding experiences feel seamless to the operator even when the work behind them is not.

Feedback loop to product and team

You’ll capture what you’re hearing from customers and bring it back to the team. Patterns in onboarding friction are product intelligence. Your observations have direct influence on how Union improves.

What we’re looking for

• 2 to 4 years in customer onboarding, hospitality operations, or point-of-sale implementation. The scoreboard includes implementations delivered on time, customers who went live without incident, and a track record of managing complexity without dropping details.
• Experience configuring POS systems and a working understanding of how those configurations affect real operations, service flow, reporting, and staff performance.
• Organizational rigor that holds up across 30+ concurrent projects. If you’ve managed this kind of workload and kept things clean, be prepared to describe exactly how.
• Communication skills built for operators, not software buyers. Bar and restaurant owners don’t want a product tour. They want someone who speaks their language and gives them the confidence to go live.
• A detail orientation that treats a misconfigured modifier the same way a surgeon treats a wrong instrument. Small errors in onboarding have outsized consequences.
• Comfort operating in an environment where processes are still being built and edge cases are not rare. This role requires judgment, not just execution.
• Genuine care about hospitality. Not as a resume talking point, but as the thing that drives the extra effort when an operator is nervous before their first weekend on a new system.

Why Union

• Hospitality technology is being rebuilt from scratch, and the operator who wins is the one whose platform handles volume, complexity, and growth without breaking. Union is in that conversation at 1,500+ venues and $2B+ in annual transactions. This person shapes the first chapter of every one of those stories.
• The data advantage is real. Every configuration decision, every go-live milestone, and every adoption pattern feeds Union’s understanding of what makes venues succeed. You’ll have context most onboarding managers at competing companies don’t.
• This role sits close to product, sales, and ops leadership. When you surface a systemic onboarding problem, it gets heard.
• No vaporware. Union is live in venues doing real volume, right now. You’ll see the direct outcome of your work within weeks of a customer going live.
• The team moves fast and takes hospitality seriously. Austin-based, operator-focused, and building something that actually matters to the people running the venues.