What you will do

Someone with real CS scar tissue who would rather build a system than run a call, and who's excited to work with Product and engineering to scale themselves 100x. Success this year:

• Own onboarding for the entire self-serve book - every customer under $30K ARR, Closed Won to first value. ~60 accounts today; plan for several hundred.

• Move Activated → Adopted conversion to 80% by day 28. Recurring, habitual use - not logins, not a one-off run. This is the number.

• Own early retention - any churn or downgrade inside a customer's first 90 days.

• Build the automation behind it - lifecycle and in-app sequences, onboarding checklists, activation instrumentation, health triggers, group kickoffs. 1:1 touch is the exception, not the default.

• Resolve every onboarding issue end to end - integrations, APIs, data imports, config, bugs, use-case fit - pulling in Support, Engineering and Product only when needed.

• Feed the product loop - find activation drop-offs, run experiments on in-app nudges, bring what you learn back to Product and Growth.

Must have

• 5-6 years in CS with a track record owning onboarding, implementation or activation.

• 2+ years running digital / tech-touch / pooled CS in a SaaS or AI startup - lifecycle automation and in-app messaging, not only 1:1 calls.

• Strong technical aptitude: troubleshoots integrations, APIs, data imports and config independently, and knows when to escalate.

• Comfort with product-usage data (PostHog or similar) - defining activation events, reading funnels and health scores, acting on signals - and measurable impact on activation, usage or conversion.

• A self-starter who builds process where none exists, with clear written communication and strong prioritisation across a high-volume book.

Why You Should Be Excited

• You own a number, not a queue. Early retention and day-28 adoption are yours, with nothing between what you build and whether it worked.

• Your work compounds. A sequence you write runs against every customer we sell, forever. That's the whole point of the role.

• You set the pattern. Playbooks, activation definitions, the health model, where automation ends and humans begin - all still open. Whoever takes this role writes it.

What Does this Role Grow Into

Two funded ladders out of this role. You don't have to manage people to grow here.

• IC track: Senior / Lead GTM Engineer with a bigger book and higher ARR band, or owning one stage (activation, renewal) across the whole segment - and from there, PM for onboarding and customer experience once V1 is built.

• Management track: Manager of a slice of the self-serve journey and the team running it, growing into leading Self-Serve / Digital CS - the entire post-sales motion, the automation roadmap, and the segment's NRR and GRR.

If you crush this role, you'll have your pick of what comes next as we scale.