Customer Onboarding and Activation Manager

Spectrum Search is partnered with an early-stage AI software company helping professional services firms reduce administrative work and improve operational performance. This opportunity combines customer onboarding, product adoption and process improvement, with direct ownership of how new customers experience the platform.

About the opportunity

The company has an established paying customer base, strong pilot conversion and growing customer relationships. As adoption increases, the team is expanding its customer activation capability to support more organisations while maintaining a personalised onboarding experience.

This is an opportunity to shape how customers realise value from AI software and build the processes that support the company’s next stage of growth. The package includes equity participation and a performance bonus.

The role

This full-time position owns the customer journey from post-sales handover through onboarding, pilot delivery and subscription conversion.

Working closely with sales, product and engineering, the successful candidate will understand customer priorities, guide users through implementation and resolve issues that affect adoption. The role combines frequent customer interaction with analytical problem-solving and the autonomy to improve how the team operates.

The position reports to the Chief of Staff.

Key responsibilities

• Lead customer onboarding sessions, individual setup calls and product training.
• Understand each customer’s objectives and configure the platform around their workflows and preferences.
• Own pilot outcomes, identifying adoption barriers early and coordinating changes to address them.
• Coach users to build confidence with the product and establish effective working habits.
• Gather evidence of customer value, document return on investment and lead pilot closing discussions.
• Investigate issues, gather supporting data and work with engineering to resolve problems.
• Translate customer feedback into actionable insights for product development.
• Build reusable training materials, onboarding playbooks, automations and reporting to support a growing customer base.
• Maintain clear communication and continuity across sales handovers and ongoing customer relationships.

Essential requirements

• Experience in consulting, banking, private equity or a growth-stage technology business.
• Strong analytical thinking and the ability to turn ambiguous problems into practical actions.
• Excellent customer-facing communication, with empathy and confidence when guiding users through unfamiliar software.
• Ability to learn a software product thoroughly, investigate issues and explain solutions clearly.
• Strong ownership of outcomes, with sound judgement when balancing customer needs and internal priorities.
• Interest in an early-stage business where processes evolve and individual contributions influence how the organisation operates.
• Enthusiasm for a role centred on regular customer conversations, training and hands-on delivery.
• Existing US work authorisation without visa sponsorship.

Location and remote setup

Based in New York City, with five days per week in the office. Candidates already based locally are preferred, although relocation may be considered.