Customer Onboarding & Operations Manager - Remote - US

• Own customer retention systems from scratch
• Join a high-growth AI startup pre-Series A
  
  

About Our Client

Our client is an AI-native SaaS company transforming how B2B organisations execute marketing. Backed by strong customer momentum and operating with a highly entrepreneurial culture, they are building an autonomous platform that combines demand generation, content, SEO, CRO and marketing intelligence into a single operating layer.

Job Description

Reporting directly into the leadership team, you will:

• Design and continuously improve customer onboarding, activation and retention frameworks.
• Build scalable lifecycle processes with clear milestones, health indicators and success metrics.
• Monitor customer health and proactively identify adoption or churn risks.
• Lead customer onboarding sessions and support critical escalations.
• Create reporting structures that provide visibility into retention performance.
• Diagnose process bottlenecks and implement operational improvements.
• Partner with Product, Engineering and Customer Success teams to solve recurring customer issues.
• Build automation, workflows and operational playbooks that enable scale.
• Own measurable outcomes across onboarding effectiveness, customer activation and retention.
  
  

The Successful Applicant

We Are Looking For Candidates Who Demonstrate

• 5-7 years of experience within B2B SaaS environments.
• Experience in Customer Success Operations, Customer Operations, Implementation or RevOps functions.
• Proven success building onboarding or retention processes from scratch.
• Strong customer-facing ability with onboarding and implementation ownership.
• Experience managing customer health, activation, retention and churn reduction initiatives.
• Exposure to US-based customers and willingness to work with US teams.
• Strong analytical and operational problem-solving skills.
• Familiarity with tools such as Gainsight, ChurnZero, Vitally, HubSpot or similar platforms.
• A track record of using data and process improvements to deliver measurable customer outcomes.
  
  

What's on Offer

• Opportunity to own a critical business function.
• Equity participation in a fast-growing AI company.
• High visibility with founders and leadership.
• Remote-first working model.
• Significant scope to create systems, influence customer outcomes and shape company growth.
  
  

Quote job ref: JN-092026-7111093