Customer Success Executive (Onboarding)

About this job

Metaforms is a Series A funded company transforming the market research industry through an AI platform that helps top research agencies scale their operations. As a Customer Success Executive focusing on Onboarding, you will manage the crucial early phase of the customer journey for research agencies adopting the platform. Your main objective is to ensure that new clients transition smoothly, rapidly achieve value, and become confident users before being handed off. A normal day in this hands-on individual contributor role involves leading kickoff meetings, conducting training walkthroughs, driving structured account pilots, tracking time-to-value metrics, and collaborating closely with internal product and sales teams to resolve any onboarding hurdles.

Responsibilities

• Manage the end-to-end onboarding process from a signed contract to full platform adoption.
• Design and optimize structured onboarding playbooks, success criteria, and timelines for various customer segments.
• Conduct kickoff meetings, training calls, and check-ins to establish productive user habits from day one.
• Run structured pilots with new accounts by establishing upfront success criteria and driving clear outcomes.
• Create customer-facing enablement materials, workflow guides, and training resources tailored to research operations.
• Partner with Technical Product Support and Product teams to surface friction points and resolve blockers quickly.
• Hand off successfully onboarded accounts to ongoing customer success teams with complete documentation.

Requirements

• 3 to 5 years of experience in B2B SaaS customer success, implementation, or onboarding roles.
• Demonstrated track record of managing structured onboarding programs for mid-market or enterprise clients.
• Strong project management skills to handle multiple simultaneous onboardings efficiently.
• Excellent verbal and written communication abilities for leading customer calls and creating documentation.
• Comfort working with technically complex products to troubleshoot and advise clients.
• High sense of ownership to guide every customer through a successful go-live stage.

Good to have

• Experience onboarding users onto data-heavy or AI-driven SaaS platforms.
• Familiarity with research operations, survey programming, or market research workflows.
• Background in running structured pilots or proof-of-concept engagements.
• Exposure to enterprise customers with complex organizational and technical requirements.

Who should apply

This role is well-suited for experienced customer success and onboarding professionals who thrive in a fast-paced B2B SaaS environment and enjoy building systems from scratch. If you have a strong background in managing technical implementations, excellent project management instincts, and a passion for helping clients achieve rapid time-to-value, you will excel here. Please note that this is not a fresher position, as 3 to 5 years of relevant experience is required.

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