Customer Experience Manager

Job Description

Job Description

Company Overview

With its headquarters in Singapore and strategically placed offices across the United States, Turkey, Japan, and Malaysia, Rapsodo represents more than just sports technology and data analytics. It stands as the clear front-runner in providing affordable, professional-grade technology for athletes aiming to enhance their performance. 

The company currently collaborates with partners such as The PGA of America, Golf Digest, Troon, various Major League Baseball teams, USA Baseball, and over 1,000 NCAA athletic departments. 

Become a part of Team Rapsodo as we challenge limits and unveil endless potential, one data point and one heartwarming success story at a time. Powered by Athletes who get it, and Engineers who can do it. 

Role Purpose

This is a hands-on individual contributor role responsible for designing and operating Rapsodo's onboarding-to-activation pipeline — from pre-installation readiness through the first 60 days of product usage. You will build and own the process, not simply execute against an existing playbook.

We are looking for someone from operations, implementation, technical program management, partner/channel operations, or logistics coordination backgrounds — someone who thinks in checklists, dependencies, and repeatable systems, and who is equally comfortable on the phone with a customer or a VAR as they are building a tracker from scratch.

This role focuses on the operational execution of onboarding and activation, ensuring customers get up and running with Rapsodo products smoothly and consistently.

What We're Looking For

• Someone who has built or scaled a process before, not just run one that already existed
• Background in implementation, onboarding operations, technical program management, supply chain/logistics coordination, or partner/channel operations
• Comfort with ambiguity and a bias toward building structure where none exists yet
• Strong cross-functional influence skills — able to align partners, installers, and internal teams without formal authority over them
• Working comfort with data and early usage signals to flag risk, even though this is not a data analyst role

Why This Role Matters

At Rapsodo, we know that the early stages of the customer journey are critical to long-term success. How customers are onboarded, set up, and supported in their first 30–60 days directly impacts whether they successfully adopt and continue using the product.

This role exists to ensure that every customer has a smooth, structured, and successful start. By improving onboarding, installation readiness, and early customer experience, this role directly impacts activation, reduces early churn, and protects revenue. It also works closely with the Customer & Partner Enablement function to ensure that certification programs and training standards are effectively applied in real-world onboarding and installation scenarios.

Key Responsibilities

1. Pre-Installation Coordination & Readiness

• Ensure customers are prepared before product delivery and installation.
• Coordinate with customers, partners, and internal teams to align on installation timelines and requirements
• Define and manage install readiness
• Set clear expectations with customers on setup, timelines, and requirements
• Ensure all dependencies are addressed before installation begins

2. Customer Onboarding & Activation

• Own the execution of the onboarding process and early customer journey.
• Ensure customers are successfully onboarded and able to use the product effectively
• Coordinate onboarding steps across teams (support, partners, product where needed)
• Identify and remove friction points in the onboarding experience
• Ensure consistency in onboarding across customers and segments

3. First 30–60 Day Customer Success

• Drive early customer success and engagement post-installation.
• Conduct structured activation check-ins with customers
• Monitor early usage signals and identify at-risk customers
• Intervene where needed to resolve issues and improve outcomes
• Ensure customers are progressing toward successful product usage

4. Partner & Installer Coordination

• Ensure partners and installers are aligned and effective in delivering a strong customer experience.
• Work closely with VARs, installers, and partner networks to ensure consistent and high-quality customer onboarding and setup experiences
• Identify gaps in partner readiness and surface them to Enablement
• Ensure field execution aligns with defined onboarding and activation standards

5. Activation Insights & Feedback Loops

• Create visibility into activation performance and challenges.
• Track activation progress, onboarding completion, and early customer success indicators
• Identify recurring issues in onboarding, installation, or early usage
• Provide structured feedback to Product, CX Operations, and Enablement teams
• Contribute to improving onboarding processes and customer experience

6. Process Improvement & Scalability

• Continuously improve how activation is executed as the business grows.
• Standardize onboarding workflows and activation processes
• Identify opportunities to improve efficiency and consistency
• Partner to improve systems, tracking, and workflows
• Ensure the activation model scales with increasing customer volume

Requirements

Role Qualifications

• 5 - 7 years of experience in customer success, onboarding, operations, or related roles  

• Experience managing onboarding or activation processes for complex or technical products  

• Strong organizational and coordination skills across multiple stakeholders  

• Ability to manage customer interactions and resolve issues effectively  

• Strong problem-solving skills with a focus on execution and outcomes  

• Experience working with third-party installers, value-added reseller (VAR) networks, or comparable partner ecosystems is highly preferred  

• Experience in SaaS, hardware-enabled products, or technical environments is a strong plus  

Success Metrics

• Customer activation rate and time to activation  

• Onboarding completion and consistency  

• Reduction in early churn (first 30–60 days)  

• Customer readiness and successful installation outcomes  

• Reduction in onboarding-related support issues  

• Quality and consistency of activation experience across customers 

Bottom Line

This role ensures customers get up and running successfully—turning initial product delivery into real usage, early success, and long-term retention.