Customer Success Executive (Onboarding)

Overview

Own the onboarding phase of the customer journey for Metaforms' AI platform, taking research agency customers from signed contract to fully live and productive, and running structured pilots with new accounts.

What you'll do

• Own the onboarding process for every new customer, from signed contract to fully live on the platform
• Build and continuously improve structured onboarding playbooks, timelines, and success criteria for different customer segments
• Run kickoff calls, training sessions, and check-ins that set customers up with the right habits and configurations from day one
• Track time-to-value metrics across your book and identify where customers slow down or drop off
• Design and run structured pilots with new accounts, defining success criteria upfront, managing the timeline, and driving the evaluation to a clear outcome
• Work closely with Sales during the pilot phase to ensure technical and operational requirements are met
• Gather structured feedback during pilots and feed it back to Product and Engineering with clarity and context
• Develop customer-facing training materials, onboarding guides, and workflow documentation tailored to research agency operations
• Proactively identify knowledge gaps and build resources that help customers self-serve where possible
• Run product walkthroughs that connect platform capabilities to the customer's specific workflows and outcomes
• Work closely with the Technical Product Support team to resolve onboarding blockers quickly
• Partner with Product to surface friction points and recurring onboarding challenges that can be addressed at the platform level
• Hand off successfully onboarded accounts to the ongoing CS function with clear documentation of configuration, goals, and any open items

What you'll need

• 3 to 5 years of experience in customer success, onboarding, or implementation at a B2B SaaS company
• Proven track record of managing structured onboarding programmes for enterprise or mid-market customers
• Strong project management instincts, with the ability to run multiple onboardings in parallel
• Excellent written and verbal communication: able to run confident customer calls and produce clear documentation
• Comfortable working with technically complex products; you don't need to write code, but need to understand how the platform works deeply enough to troubleshoot and advise
• High ownership: following every customer through to a successful go-live, not just through the kickoff call

Nice to have

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

Details

• Location: Bengaluru