Activation Program Lead

Rapsodo•St. Louis, MO

13h

About The Position

Rapsodo is hiring a hands-on individual contributor to design and run its onboarding-to-activation pipeline, from pre-installation readiness through a customer’s first 60 days of product use. The role will build the process rather than inherit an existing playbook, making customer onboarding structured and repeatable across hardware and software. The work is intended to drive activation, reduce early churn, and protect revenue while supporting Customer & Partner Enablement in maintaining certification and training standards in real-world installs. The Activation Program Lead will coordinate customers, partners, and internal teams; help customers reach first productive use; monitor early adoption and risk; and improve the workflows, tracking, and tools that support activation at scale. Success is measured through activation rates and time to activation, day-30 and day-60 milestone completion, install readiness and first-time install success, early churn, onboarding-related support tickets, and consistency across customers, segments, and partners.

Requirements

At least 5 years of experience in implementation, onboarding operations, technical program management, partner/channel operations, or logistics coordination.
Experience building or scaling an onboarding, implementation, or activation process for a technical or multi-step product.
Experience coordinating work across customers, partners, and internal teams with competing timelines.
Experience handling customer escalations directly and seeing them through to resolution.
Proficiency with tracking tools such as Excel, CRM systems, and project management software.
Ability to use data to flag risk.

Nice To Haves

Experience working with third-party installers, VAR networks, or comparable partner ecosystems.
Experience with hardware-enabled products, SaaS, or connected devices, ideally across both hardware and software.

Responsibilities

Define install readiness criteria and run readiness checks before every install.
Align customers, partners, and internal teams on timelines, requirements, and dependencies.
Set clear customer expectations about setup, timing, and required preparations.
Guide customers from delivery to first productive use across hardware and software.
Coordinate onboarding steps across Support, partners, and Product.
Identify and remove friction in the onboarding experience and standardize onboarding across customers and segments.
Run structured check-ins at defined activation milestones during the first 60 days.
Monitor early usage signals, flag at-risk customers, and resolve issues before they lead to churn.
Work with VARs, installers, and partner networks to deliver consistent, high-quality setups.
Hold field execution to defined onboarding and activation standards and surface partner readiness gaps to Enablement.
Track install completion, onboarding progress, and activation milestones.
Identify recurring issues across installation, onboarding, and early usage, and share structured findings with Product, CX Operations, and Enablement.
Build and improve workflows, trackers, and tooling to make activation repeatable and scalable as customer volume grows.