Customer Success Executive (Onboarding)

The role

You will own the onboarding process for new customers from contract signing to being live on the platform. You will run pilots, develop training materials, and collaborate with product and sales teams to ensure customers reach value quickly.

What you will do

• Own the onboarding process for every new customer
• Build and improve structured onboarding playbooks, timelines, and success criteria
• Run kickoff calls, training sessions, and check-ins
• Track time-to-value metrics
• Design and run structured pilots with new accounts
• Work with Sales during the pilot phase
• Gather feedback during pilots for Product and Engineering
• Develop customer-facing training materials and documentation
• Run product walkthroughs
• Hand off onboarded accounts to the ongoing CS function

Required qualifications

• 3–5 years of experience in customer success, onboarding, or implementation at a B2B SaaS company
• Proven track record of managing structured onboarding programmes for enterprise or mid-market customers
• Strong project management instincts
• Excellent written and verbal communication
• Comfortable working with technically complex products
• High ownership

Nice to have

• Experience onboarding customers onto AI-driven or data-heavy SaaS platforms
• Familiarity with market research, survey programming, or research operations workflows
• Experience running structured pilots or proof-of-concept engagements
• Exposure to enterprise customers with complex technical and organisational requirements

Benefits

• Full family health insurance
• $1,000 USD annual learning and development budget
• Dedicated mentor and coaching support
• Free snacks and dinner at the office

About the company

Metaforms is an AI platform that helps research agencies scale by augmenting survey programming, data processing, and project management. The company is Series A funded and serves Fortune 500 companies.