Client Services Coordinator

About Smooth Commerce

Smooth Commerce is a B2B SaaS platform providing first-party, white-label digital ordering, loyalty, and customer engagement solutions for restaurant and hospitality brands across North America. We help brands launch, operate, and scale their owned digital channels through reliable technology, thoughtful enablement, and strong operational execution.

As we continue to grow, we’re focused on strengthening the foundations of client delivery, onboarding, and service excellence - ensuring clients are launched smoothly, supported consistently, and set up for long-term success on our platform.

About the Role

Smooth Commerce is looking for a Client Services Manager to own and continuously improve end-to-end client delivery and operational support. This role sits at the intersection of onboarding, client services, and cross-functional coordination.

The Client Services Manager is responsible for ensuring new clients are onboarded successfully, operationally prepared at launch, and well supported post-launch. This role is execution-focused and hands-on, ideal for someone who enjoys owning delivery, coordinating across teams, and being a reliable operational partner to clients. Success in this role is driven by organization, follow-through, clear communication, and strong delivery discipline.

What You’ll Do

Client Onboarding & Launch Delivery

• Own the onboarding process for new clients from kickoff through go-live
• Lead onboarding timelines, requirements gathering, and configuration coordination
• Work closely with internal teams (Product, Engineering, Support, QA) to implement platform setup, integrations, and required configurations
• Ensure clients are operationally prepared, trained, and confident at launch
• Identify and mitigate onboarding risks to ensure smooth and predictable launches
  
  

Client Services & Issue Coordination

• Serve as the primary operational point of contact for assigned clients post-launch
• Serve as the primary day-to-day point of contact between Smooth Commerce and the outsourced support team
• Provide day-to-day direction, prioritization, and subject-matter expertise to support team by responding to ticket tags and coordinating internal input when deeper investigation is required
• Act as the escalation point for complex or cross-functional issues requiring coordination across teams
• Coordinate with internal teams to drive timely and accurate resolution, and communicate clearly and proactively with clients to set expectations and maintain confidence
• Monitor support quality and recurring issue patterns, and work with internal teams to improve onboarding, documentation, support and processes
• Champion client issues internally while maintaining realistic expectations and delivery boundaries

Scoped Work Intake & Delivery Coordination

• Manage intake of client requests related to configuration changes, feature enablement, promotions, loyalty programs, and content updates
• Ensure requests are well-scoped, documented, and routed appropriately
• Coordinate client delivery across internal teams and track progress to completion
• Protect internal teams from poorly defined or misaligned requests

Documentation & Process Improvement

• Maintain accurate documentation related to onboarding, configurations, and client workflows
• Contribute to onboarding templates, playbooks, knowledge base articles, and internal guides
• Identify recurring issues or friction points and recommend process improvements
• Help standardize delivery practices as the client base scales

Operating Expectations

• This is a delivery-oriented, hands-on role - comfort with execution, coordination, and detail matters
• You will manage multiple workstreams simultaneously and must be highly organized
• The role regularly collaborates with internal teams including Product, Engineering and Commercial
• Success is defined by reliable delivery, clarity, and follow-through
  
  

How Success Will Be Measured

• Onboarding launches delivered on time and within scope
• Client onboarding satisfaction scores (post-launch surveys)
• Support and escalation effectiveness (response quality, resolution clarity, proper routing)
• Accuracy and completeness of onboarding and client documentation
• Reduction in repeat issues through improved processes and enablement

What We’re Looking For

• 3–6 years of experience in client-facing roles within SaaS, technology, or platform-based companies
• Hands-on experience leading client onboarding and post-launch support
• Strong project management and cross-functional coordination skills
• Excellent written and verbal communication skills
• High attention to detail and strong organizational habits
• Comfort discussing timelines, scope, and trade-offs with clients
• Ability to work in a fast-paced, evolving environment and adapt as priorities shift

Nice to Have

• Experience supporting restaurant, retail, or hospitality technology platforms
• Familiarity with digital ordering, loyalty programs, or POS integrations
• Experience working in scaling SaaS environments where processes are still evolving

Why Join Smooth Commerce

• Work with well-known restaurant and hospitality brands
• Own end-to-end client delivery from onboarding through steady-state support
• Collaborate closely with Product, Engineering, and Support teams
• Join a growing SaaS company focused on building strong operational foundations
• Help shape how client delivery and services scale as the platform matures