Customer Activation and Onboarding Lead

Rapsodo•St. Louis, MO

About The Position

This is a senior, 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. 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.

Requirements

5–10+ 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

Responsibilities

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 checklists
Set clear expectations with customers on setup, timelines, and requirements
Ensure all dependencies are addressed before installation begins
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
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
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
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
Continuously improve how activation is executed as the business grows.
Standardize onboarding workflows and activation processes
Identify opportunities to improve efficiency and consistency
Partner with CX Operations to improve systems, tracking, and workflows
Ensure the activation model scales with increasing customer volume