Customer Onboarding Specialist

You own how new customers turn into activated, completing, retaining clients. The Seat Day one, you inherit a newer product offering, paying customers already in the door, and a 30-60-90 day window that is currently doing too much work on instinct. You build the operating layer that turns "they paid" into "they finished, they renewed, they referred." You own the kickoff, the first deliverable, the proof point, the save when it wobbles, and the metric that says onboarding worked. You report into senior onboarding leadership. You run a small team and grow it as the product line grows. You ship changes this week, not next quarter. The Company AI Acquisition is a multi-8-figure ARR business with 200+ team members, bootstrapped and profitable. We launch and scale information and software products on a marketing and sales engine refined across 12 product launches and $100M+ in ad spend. This seat sits inside the onboarding org and is dedicated to a newer product line where distribution is solving itself faster than onboarding can keep up. Your job is to close that gap before churn or refunds eat the unit economics. What You Actually Do Own the customer journey from "paid" to "completing, renewing, expanding" Define the activation metric and move it weekly Build kickoff, milestone, save, and escalation playbooks from a blank page Run a small onboarding team and grow it as the product line scales Decide what gets templated, what gets cut, what gets escalated Bridge sales promises to delivery reality without dropping either side Ship improvements in days, not quarters Why This Seat is Worth Taking Day 1 is not Day 0. Customers are paying, the product is live, senior leadership is paying attention You build the system, not maintain someone else's Direct exposure to operators who have run $100M+ in paid acquisition across 12 product launches ZA-based, async with US and UK overlap, stable full-time role at a profitable bootstrapped company, not a runway-dependent startup Real growth track. Run this seat well and you take on a bigger scope, a second product line, or a regional ops seat You will probably not fit if: You need a runbook handed to you on day one You measure your work in monthly reviews instead of weekly customer signal You think onboarding is welcome emails and a kickoff call You are looking for a passive remote role with light expectations Qualifications & Experience 4 to 7 years owning customer onboarding, success, account management, or implementation in a high-velocity environment Built or rebuilt a 30-60-90 day onboarding flow in the last 24 months, ideally while the product was still moving Worked inside a fast online education, SaaS, agency, coaching, or info-product company that ships weekly Owned an activation, completion, or retention metric and moved it Managed at least 2 to 5 direct reports (CSMs, onboarding specialists, implementation managers) Comfortable working with US and UK customers and teammates across time zones Native or near-native written and spoken English Personal Attributes Sharp, fast, low-ego, and bored by long meetings Pragmatic over polished. Values outcomes over process Comfortable in ambiguity, especially around a new product offering Bias to act, not to wait for direction Treats the customer experience like it is their personal reputation Competitive ZA-market base salary, full-time Performance bonus tied to onboarding outcomes you own Remote, South Africa-based Direct line to senior onboarding leadership Growth track into broader ops or regional leadership seats Working at scale with a profitable, bootstrapped US company