Onboarding & Activation Manager

Rapsodo, Inc.; St. Louis (MO); On-site; USD 70,000 - 110,000; Full time

Job summary

Rapsodo seeks an experienced professional to design and manage the onboarding-to-activation pipeline, from pre-installation readiness through the first 60 days of product usage. You will build the process, not just execute a playbook, collaborating with customers, partners, installers, and internal teams.

Ideal candidates bring experience in onboarding, operations, or technical program management, with a bias for structured, scalable systems and data-informed risk management to ensure a smooth

Qualifications

• 5-7 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, VAR networks, or comparable partner ecosystems is highly preferred.
• Experience in SaaS, hardware-enabled products, or technical environments is a strong plus.

Responsibilities

• 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.
• Set clear expectations with customers on setup, timelines, and requirements.
• Ensure all dependencies are addressed before installation begins.
• 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.
• 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.
• 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.
• 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.
• 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 to improve systems, tracking, and workflows.
• Ensure the activation model scales with increasing customer volume.

Skills

Onboarding operations

Cross-functional influence

Data interpretation

Communication

Problem solving

Job description

Rapsodo seeks an experienced professional to design and manage the onboarding-to-activation pipeline, from pre-installation readiness through the first 60 days of product usage. You will build the process, not just execute a playbook, collaborating with customers, partners, installers, and internal teams.

Ideal candidates bring experience in onboarding, operations, or technical program management, with a bias for structured, scalable systems and data-informed risk management to ensure a smooth