Customer Onboarding Specialist
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Key skills for this role
About the Role
AI Acquisition seeks a Customer Onboarding Specialist to own the customer journey from paid to retention. You will build onboarding playbooks, define activation metrics, and lead a small team.
Key Skills for This Role
Responsibilities
- 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
Requirements
- 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
- 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
- Comfortable working with US and UK customers and teammates across time zones
- Native or near native written and spoken English
Full Job Posting
Description
- 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 report into senior onboarding leadership. You run a small team and grow it as the product line grows.
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.
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
- 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
- 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
Benefits
- 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
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