Why This Role Matters

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.

Customers who are properly onboarded, set up correctly, and supported early are significantly more likely to activate, 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.

Role Purpose

We are looking for a Customer Activation & Success Lead to own the early customer journey from pre-installation through initial onboarding and activation.

This role is responsible for ensuring customers are set up for success from day one-through clear coordination, expectation setting, structured onboarding, and early engagement.

This role does not own customer communication or lifecycle campaigns. Instead, it focuses on operational execution of onboarding and activation, ensuring customers successfully get up and running with Rapsodo products.

This is a hands-on role with direct ownership of activation outcomes and meaningful influence across Customer Experience, Product, and Commercial teams.

Key Responsibilities

1. Pre-Installation Coordination & Readiness

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

2. Customer Onboarding & Activation

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

3. First 30-60 Day Customer Success

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

4. Partner & Installer Coordination

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

5. Activation Insights & Feedback Loops

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

6. Process Improvement & Scalability

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

Requirements

Role Qualifications

• 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

Success Metrics

• Customer activation rate and time to activation

• Onboarding completion and consistency

• Reduction in early churn (first 30-60 days)

• Customer readiness and successful installation outcomes

• Reduction in onboarding-related support issues

• Quality and consistency of activation experience across customers

Bottom Line

This role ensures customers get up and running successfully-turning initial product delivery into real usage, early success, and long-term retention.

"Activation is where the customer relationship is won or lost-this role owns that moment."