Head of Client Onboarding

Join the revolution in hospitality tech!

Liven is a leading global data, technology, and customer experience provider for the hospitality industry. From humble beginnings, we have grown to serve over 6,000 venues and millions of diners across Australia, the USA, and Southeast Asia, processing over 120 million transactions worth more than $3 billion (AUD) annually.

At Liven
, our platform is built to help hospitality businesses save more and work smarter by seamlessly integrating every aspect of their operations — from ordering and payments to back-of-house management
.

Driven by a deep passion for the hospitality industry, we continuously innovate to elevate the experience for both venues and their guests. Our solutions are powered by AI-enriched insights and automated workflows
, enabling smarter decision-making and smoother operations at scale.

We’re proud to be an AI-first organisation
. By automating repetitive tasks, we free up space for our teams — and our customers — to focus on what truly matters: solving complex problems, delighting guests, and driving meaningful growth.

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Liven is hiring a Head of Client Onboarding to own and scale the end-to-end onboarding experience across all Liven products globally
, with a primary operational focus on APAC
.

This is a mission-critical, senior SaaS leadership role responsible for how customers are implemented, activated, and brought to value across ordering, payments, POS integrations, and data platforms. You will lead onboarding strategy, execution, and team performance across regions, ensuring consistent, high-quality delivery as Liven scales.

This role cannot be automated. While AI and tooling will support execution, success depends on strong leadership, operational discipline, and cross-functional alignment across Sales, Product, Engineering, and Finance.

• Own the global client onboarding lifecycle across all Liven products:
  Sales handover → implementation → integration → UAT → go-live → hypercare
• Lead and scale a Client Onboarding organisation (onboarding managers, implementation specialists, field execution partners), with APAC as the primary delivery region
• Define and operate segmented onboarding motions for SMB, Mid-Market, and Enterprise customers
• Establish and track SaaS onboarding KPIs: time-to-value, on-time go-live %, backlog aging, rework rate, activation velocity, early churn signals
• Own onboarding governance and deal readiness, ensuring scope clarity, data completeness, and integration fit before implementation begins
• Act as senior escalation point for complex, enterprise, or high-risk go-lives
• Partner closely with:
  • Sales to ensure clean handoffs and expectation alignment
  • Product & Engineering to ensure platform readiness and integration quality
  • Finance to align onboarding milestones with revenue recognition
• Drive continuous improvement across onboarding playbooks, tooling, and operating cadence
• Reduce onboarding friction, cost-to-serve, and time-to-value as customer volume scales
• Publish onboarding dashboards and lead executive-level reporting on onboarding health, risk, and capacity
• Help shape Liven’s long-term onboarding strategy as products and regions expand

• 12+ years of experience, with deep leadership experience in SaaS client onboarding, implementation, or professional services
• Proven track record leading client onboarding or implementation teams for global or multi-region SaaS companies
• Strong understanding of SaaS onboarding models, enterprise implementations, integrations, and customer lifecycle management
• Experience working with payments, POS, or complex platform integrations in fintech, hospitality, or retail technology
• Demonstrated success scaling onboarding operations in high-growth SaaS environments ($10M+ ARR)
• Strong cross-functional leadership experience across Sales, Product, Engineering, and Finance
• Excellent executive communication, stakeholder management, and decision-making skills
• Experience operating across APAC markets and distributed teams

• Experience onboarding enterprise or multi-country SaaS customers
• Exposure to hybrid SaaS + hardware / field enablement models
• Strong operational mindset: capacity planning, cohort tracking, forecasting, and process optimisation
• Experience building and scaling onboarding teams across regions
• Familiarity with onboarding orchestration tools, CRM platforms, and analytics dashboards
• Experience presenting onboarding performance to senior leadership or boards