Customer Success Executive (Onboarding)

About the role

We're looking for a Customer Success Manager focused on Onboarding to own the earliest and most critical phase of the customer journey at Metaforms. When a research agency signs with us, they're not just buying software - they're changing how their entire operations team works. Your job is to make that transition fast, structured, and successful. You'll own onboarding end-to-end, run pilots with new accounts, and ensure customers are confident and productive on the platform before you hand them off. This is a hands-on IC role where your success is measured by how quickly customers reach their first milestone - and how few of them struggle to get there.

Responsibilities

• 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

Requirements

• 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
• 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

Additional Information

About Metaforms Metaforms is redefining how market research gets done. Our AI platform empowers the world's leading research agencies to scale 10x faster while maintaining uncompromising quality. With AI Agents that augment survey programming, data processing, and project management, we help customers like Dynata, Savanta, and Borderless Access deliver more projects with less friction. 1,000+ surveys processed monthly Serving Fortune 500 companies across the globe Rapid month-over-month growth Series A funded and growing fast, we're aggressively scaling our customer success team to ensure every new customer gets to value quickly and stays there.

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