Activation & Onboarding Lead

Rapsodo; St. Louis (MO); On-site; USD 95,000 - 135,000; Full time

Job summary

Rapsodo in the United States seeks a senior, hands-on onboarding and activation specialist to design and run the onboarding-to-activation pipeline for customers during the first 60 days of product use. You will own the process end-to-end, coordinating with customers, partners, installers, and internal teams to ensure clear timelines, readiness, and success metrics, while reducing friction and early churn.

This is a high-ownership role requiring structured thinking, strong communication, and a

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, VARs, or partner networks is highly preferred.
• Experience in SaaS, hardware-enabled products, or technical environments is a strong plus.

Responsibilities

• 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.
• Own 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.
• 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.
• Coordinate partners and installers to ensure consistent onboarding and setup experiences.
• Identify gaps in partner readiness and surface them to Enablement.
• Ensure field execution aligns with onboarding standards.
• Create visibility into activation performance and challenges.
• Track activation progress, onboarding completion, and early success indicators.
• Identify recurring issues in onboarding, installation, or early usage.
• Provide feedback to Product, CX Operations, and Enablement teams.
• Contribute to improving onboarding processes and customer experience.
• Continuously improve activation processes and standardize workflows.
• Partner with CX Operations to improve systems, tracking, and workflows.

Skills

Senior operator

Cross-functional influence

Process design

Data awareness

Job description

Rapsodo in the United States seeks a senior, hands-on onboarding and activation specialist to design and run the onboarding-to-activation pipeline for customers during the first 60 days of product use. You will own the process end-to-end, coordinating with customers, partners, installers, and internal teams to ensure clear timelines, readiness, and success metrics, while reducing friction and early churn.

This is a high-ownership role requiring structured thinking, strong communication, and a