Customer Onboarding Lead
About the role
The Seat
Day one, you inherit a newer product offering, paying customers already in the door, and a 30-60-90 day window that is currently doing too much work on instinct. You build the operating layer that turns "they paid" into "they finished, they renewed, they referred." You own the kickoff, the first deliverable, the proof point, the save when it wobbles, and the metric that says onboarding worked. You report into senior onboarding leadership. You run a small team and grow it as the product line grows. You ship changes this week, not next quarter.
The Company
AI Acquisition is a multi-8-figure ARR business with 200+ team members, bootstrapped and profitable. We launch and scale information and software products on a marketing and sales engine refined across 12 product launches and $100M+ in ad spend. This seat sits inside the onboarding org and is dedicated to a newer product line where distribution is solving itself faster than onboarding can keep up. Your job is to close that gap before churn or refunds eat the unit economics.
What You Actually Do
- Own the customer journey from "paid" to "completing, renewing, expanding"
- Define the activation metric and move it weekly
- Build kickoff, milestone, save, and escalation playbooks from a blank page
- Run a small onboarding team and grow it as the product line scales
- Decide what gets templated, what gets cut, what gets escalated
- Bridge sales promises to delivery reality without dropping either side
- Ship improvements in days, not quarters
Why This Seat is Worth Taking
- Day 1 is not Day 0. Customers are paying, the product is live, senior leadership is paying attention
- You build the system, not maintain someone else's
- Direct exposure to operators who have run $100M+ in paid acquisition across 12 product launches
- ZA-based, async with US and UK overlap, stable full-time role at a profitable bootstrapped company, not a runway-dependent startup
- Real growth track. Run this seat well and you take on a bigger scope, a second product line, or a regional ops seat
You will probably not fit if:
- You need a runbook handed to you on day one
- You measure your work in monthly reviews instead of weekly customer signal
- You think onboarding is welcome emails and a kickoff call
- You are looking for a passive remote role with light expectations