Customer Activation Manager

Encircle

3d•Hybrid

About The Position

The Customer Activation Manager (CAM) owns the customer activation experience, guiding customers from Launch Planning through Graduation and preparing them to independently use Encircle. Through onboarding, product enablement, and training, CAMs help customers realize value quickly and build the foundation for long-term success. The CAM owns the activation and enablement experience, partnering closely with Sales and Account Managers through defined handoff points. This is a highly collaborative, customer-facing role requiring regular live interaction with customers. Most of a CAM's time is spent leading Launch Planning sessions, live walkthroughs, one-on-one onboarding, product enablement, and training. To support a high-volume SMB customer base, CAMs combine personalized guidance with scalable resources such as standardized onboarding plans, one-to-many sessions, the Learning Hub, in-product guidance, and AI-assisted workflows. The role reports to the Manager, Onboarding & Activation.

Requirements

Deep knowledge of Encircle’s products and customers
Comfort owning a high volume of accounts at once and prioritizing where your time creates the most value
A track record of driving product adoption and time-to-value through hands-on customer work
Excellent one-on-one facilitation—confident leading live kickoffs, walkthroughs and working sessions, and comfortable supporting group onboarding and webinars too
A data-driven mindset—comfortable working to activation metrics and benchmarks and holding yourself accountable to them
Fluency with our CRM/CSP for tracking accounts, milestones and activation status
Eagerness to use AI and automation to increase your impact rather than adding hours
Strong, clear communication that makes complex workflows simple for customers
Comfort in a fast-paced, entrepreneurial environment where processes are still being built

Responsibilities

Onboard customers one-on-one to activation
Run live, one-on-one onboarding: kickoffs, product walkthroughs, working sessions and check-ins that personally guide each account through to activation—this is the core of the role and where most of your time goes
Work from onboarding plans templated by product and segment, with milestones and target dates, tailoring each one to the customer in front of you and using AI to personalize where it adds value
Get every assigned account to its defined activation threshold within the target time-to-activation
Share a mutual plan with dates at kickoff so the customer always knows the path to value
Track milestone progress in our CRM/CSP and keep account activation status current and accurate
Graduate customers once they have demonstrated the ability to independently use Encircle in their day-to-day workflows; escalate stalled accounts with a documented reason
Support the scaled and self-serve motion
Help deliver one-to-many formats—group onboarding sessions, webinars and cohort programs—alongside your one-on-one work, using them to handle common onboarding needs efficiently
Point customers to in-product onboarding flows, guides, checklists and Learning Hub resources so they can self-serve between sessions
Use automation, in-app guidance and AI-assisted workflows to reduce low-value manual touches and free up your time for the high-value human work
Flag onboarding steps that could become self-serve or one-to-many so the team keeps improving how it scales
Support re-adoption and retraining
Partner with Account Managers on accounts requiring additional onboarding, retraining, or product enablement.
Deliver targeted onboarding, retraining, and enablement to address adoption gaps and return customers to healthy product usage.
Document outcomes and recommendations before transitioning the account back to the Account Manager.
Own your performance metrics
Own activation rate, time-to-activation, self-serve activation, milestone attainment, graduation rate and rescue-play save rate for your book
Manage to published benchmarks—performance within 5% of benchmark is the standard
Use CRM/CSP dashboards to track your own performance and surface trends early
Contribute to the system
Surface onboarding friction, recurring questions and content gaps to your manager, Product and Marketing
Help improve the playbooks, call guides, templates and knowledge base content you rely on daily
Share what’s working across the team so individual wins become repeatable