Customer Success Executive (Onboarding)

What You'll Own

Onboarding and Time-to-Value

Own the onboarding process for every new customer — from signed contract to fully live on the platform

Build and continuously improve structured onboarding playbooks, timelines, and success criteria for different customer segments

Run kickoff calls, training sessions, and check-ins that set customers up with the right habits and configurations from day one

Track time-to-value metrics across your book and identify where customers slow down or drop off

Pilot Management

Design and run structured pilots with new accounts — defining success criteria upfront, managing the timeline, and driving the evaluation to a clear outcome

Work closely with Sales during the pilot phase to ensure technical and operational requirements are met

Gather structured feedback during pilots and feed it back to Product and Engineering with clarity and context

Customer Enablement

Develop customer-facing training materials, onboarding guides, and workflow documentation tailored to research agency operations

Proactively identify knowledge gaps and build resources that help customers self-serve where possible

Run product walkthroughs that go beyond feature demos — connecting platform capabilities to the customer's specific workflows and outcomes

Cross-Functional Collaboration

Work closely with the Technical Product Support team to resolve onboarding blockers quickly

Partner with Product to surface friction points and recurring onboarding challenges that can be addressed at the platform level

Hand off successfully onboarded accounts to the ongoing CS function with clear documentation of configuration, goals, and any open items

What We're Looking For

Must-Have

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 — you can run multiple onboardings in parallel without dropping the ball

Excellent written and verbal communication: able to run confident customer calls and produce clear documentation

Comfortable working with technically complex products — you don't need to write code, but you need to understand how the platform works deeply enough to troubleshoot and advise

High ownership: you follow every customer through to a successful go-live, not just through the kickoff call

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

Why Metaforms

Own a function that directly determines whether customers succeed — your impact is immediate and measurable

Work with sophisticated customers at major research agencies running high-volume, high-stakes operations

Build onboarding systems and playbooks from scratch — this is a function being shaped, not inherited

Zero-bureaucracy culture: high autonomy, fast feedback loops, and direct access to leadership

Well-funded and financially stable, with a clear roadmap and the runway to execute on it

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

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