Customer Activation Manager - AI SaaS Onboarding

Joyous; Auckland; On-site; NZD 134,000 - 170,000; Full time

Benefits offered by this job

Southern Cross health insurance

Six extra paid Joy Days each year

EAP support

Great home-office setup

Joyous merch

Autonomy over how you work

Direct access to founders and Product

Job summary

Joyous is expanding its activation team. You will own taking customers from signed to live, guiding setup, and coordinating with our team to ensure customers are launched confidently and quickly.

We aim to create a simple, scalable activation model that scales beyond one person, while keeping a personal, low-friction experience for US and international customers.

Qualifications

• Experience organising complexity and getting things over the line.
• Ability to communicate clearly with customers and internal teams.
• Comfort with coordinating multiple customers and commitments.

Responsibilities

• Own activation from signed to live for customers.
• Guide setup, coordinate with the team, remove friction.
• Design a simple, repeatable activation playbook for many customers.
• Identify opportunities to codify learnings into the product.

Skills

Organising complexity

Getting things done

Clear communication

Cross-functional collaboration

Job description

New Zealand-based | Fully remote | Supporting primarily US customers

$75k-$95k

Joyous replaces traditional surveys with dynamic AI conversations and real-time action.

Instead of simply collecting feedback and producing another report, Joyous can understand what people are saying, ask smarter questions in the moment and help organisations move directly into making changes.

We’re building something genuinely different in a market where almost everyone agrees that surveys are overdue for a rethink.

Joyous already has an impressive product and real traction, including many of the world’s largest telecommunications companies across the US, Europe and New Zealand. But we’re still early in the journey, which means there is a lot left to build, improve and learn.

We’re now expanding into a more repeatable mid-market motion and are looking for a Customer Activation Manager to help us build the simplest possible journey from signed to live and getting value.

The role

Once a customer signs, you’ll own getting them successfully launched.

You’ll understand what they are trying to achieve, turn it into a simple plan, guide them through setup, coordinate anything required from our team and keep things moving until they are live and confident.

There can be plenty of complexity behind the scenes. Your job is to absorb that complexity rather than pass it on to the customer.

We already have a strong view on what good activation should look like. Your role is to help us turn that into a simple, repeatable playbook that works across lots of customers without feeling like a process factory.

Over time we want to go further than documenting the process. A big part of the opportunity is spotting what can be codified into the product itself, so activation becomes increasingly intuitive and scalable rather than depending on a person repeating the same steps.

So you’ll be doing two things at once:

Helping customers get live successfully today, while helping us design a much simpler activation model for tomorrow.

You’ll know you’re winning when customers get from signed to live quickly, confidently and with very little friction, and the process becomes increasingly repeatable as we learn.

Who we’re looking for

You could come from customer success, implementation, account management, consulting or another customer-facing role.

We care more about evidence that you can organise complexity and get things over the line than job titles or years served.

Experience in B2B software, SaaS or AI is especially valuable. Experience in a NZ company supporting overseas customers translates well too.

You’ll need to be exceptionally organised and comfortable keeping track of multiple customers, details and commitments at once.

We like people who communicate simply, act when something is stuck and instinctively look for the easiest path to the outcome.

If you find yourself explaining the same thing repeatedly, we want you thinking about whether we can improve the product, guidance or process so we don’t need to explain it next time.

How we work

Joyous is a small, flat and tight-knit team.

You’ll work directly with the founders and early team who built Joyous, as well as Sales and Product. Customer feedback doesn’t disappear into layers of management. An observation you make while activating someone can quickly become a change to the product or the way we work.

We’re pragmatic, highly supportive of each other and try hard to keep things simple.

People have a lot of freedom over how and where they work. That freedom comes with an expectation of strong ownership, a high work rate, and transparent communication.

This role will be fully remote once you’re up and running, with a great home-office setup provided. We’ll spend more time together while you ramp and occasionally get together afterwards.

Because most of the customers you’ll support are in the US, offset hours are likely, generally meaning an earlier start and earlier finish to create good overlap.

What you get

Southern Cross health insurance

Six extra paid Joy Days each year, scheduled through the months where there isn’t already a public holiday

EAP support

A great home-office setup

Joyous merch

Lots of autonomy over how you work

Direct access to the founders, early team and Product

The opportunity to help shape both the activation playbook and the product that eventually replaces parts of it

Why now

We already have real customers, a sophisticated product and evidence that what we’re building works.

What we don’t want to do is scale by simply adding more people and more process.

We want to make activation so simple and repeatable that we can support a much larger customer base with a very efficient team, while giving customers an experience that still feels personal and effortless.

You’d be one of the first people helping us figure out exactly how to do that.

Tell us about something complicated you’ve personally organised and successfully got over the line.

A note on AI: we don’t use AI to screen applications. A human at Joyous will read every one. In return, please apply in your own words rather than asking AI to write your CV or application for you. We want to meet you, not your copilot.

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