Customer Activations Manager

Warp•New York, NY

4d•$93,000 - $139,000

About The Position

Warp is seeking a Customer Activations Manager to oversee the entire customer journey from contract signing to onboarding completion. This role is crucial as it shapes the initial experience of every new Warp customer. The onboarding process extends beyond the first payroll run, ensuring customers are set up for success through proper engagement, platform configuration, and demonstrated value. This is a builder role requiring the management of structured implementation tracks for companies of various sizes, cross-functional collaboration with Engineering, Tax Ops, and Customer Success, and continuous improvement of existing playbooks. The position reports to the Head of Customer Success and is responsible for key activation KPIs, including time to first payroll, onboarding graduation rate, and achieving a 90%+ activation target, with variable compensation tied to these metrics.

Requirements

At least 3+ years of experience in implementation, customer success, or project management in a B2B SaaS organization — with a track record of hitting activation or onboarding KPIs.
Project management DNA — organized, process-driven, and calm under the pressure of juggling multiple concurrent implementations.
Strong communicator: able to move multiple customer stakeholders through a structured checklist without losing momentum or relationships.
Ability to calibrate your approach by company size — a 5-person startup and a 120-person company need fundamentally different onboarding motions, and you know the difference.
Experience with payroll, HR tech, or fintech products — you understand the stakes of a missed pay cycle.
A builder's mindset: you've improved a process, written a playbook, or closed a gap that wasn't yours to fix.
High agency and a genuine bias for action in a fast-paced, high-accountability environment — you don't wait to be unblocked.

Nice To Haves

Familiarity with payroll platforms, or HRIS systems, accounting software (e.g. QuickBooks, Xero).
Experience at an early-stage or high-growth company where the playbook was still being written.
Track record owning implementation metrics end-to-end with specific numbers attached.

Responsibilities

Own every new customer onboarding end-to-end — from signed contract through graduation, with clean handoff criteria to Account Management.
Execute tiered onboarding tracks calibrated to company size: lightweight self-serve oversight for small accounts, structured multi-stakeholder implementations for mid-market and enterprise.
Drive first payroll on the first eligible pay cycle — ensuring data migration accuracy, tax registrations, and bank verification are complete before a customer's next pay period closes.
Certify graduation: not just a payroll run, but confirmed stakeholder engagement, post-go-live training, and feature adoption appropriate to the customer's setup.
Manage a portfolio of concurrent implementations with precision — proactive outreach, clear timelines, and zero dropped handoffs.
Execute against tier-specific templates, escalation paths, and graduation checklists — and flag where they need to be improved.
Partner cross-functionally: Engineering for custom setups, Tax Ops on state registration dependencies, Support on go-live blockers.
Feed structured product feedback from implementation directly into the product team.
Serve as a co-owner of the playbook alongside the Activations team, iterating on templates, escalation paths, and graduation criteria as you learn what works.