Customer Onboarding Specialist

Description

You own how new customers turn into activated, completing, retaining clients.

The seat

Day one, you inherit a newer product offering, paying customers already in the door, and a 30-60-90 day window that is currently doing too much work on instinct.

You build the operating layer that turns they paid into they finished, they renewed, they referred. You own the kickoff, the first deliverable, the proof point, the save when it wobbles, and the metric that says onboarding worked.

You report into senior onboarding leadership. You run a small team and grow it as the product line grows. You ship changes this week, not next quarter.

The company

AI Acquisition is a multi-8-figure ARR business with 200+ team members, bootstrapped and profitable.

We launch and scale information and software products on a marketing and sales engine refined across 12 product launches and $100M+ in ad spend.

This seat sits inside the onboarding org and is dedicated to a newer product line where distribution is solving itself faster than onboarding can keep up. Your job is to close that gap before churn or refunds eat the unit economics.

What you actually do

Own the customer journey from paid to completing, renewing, expanding

Define the activation metric and move it weekly

Build kickoff, milestone, save, and escalation playbooks from a blank page

Run a small onboarding team and grow it as the product line scales

Decide what gets templated, what gets cut, what gets escalated

Bridge sales promises to delivery reality without dropping either side

Ship improvements in days, not quarters

Why this seat is worth taking

Day 1 is not Day 0. Customers are paying, the product is live, senior leadership is paying attention

You build the system, not maintain someone else's

Direct exposure to operators who have run $100M+ in paid acquisition across 12 product launches

ZA-based, async with US and UK overlap, stable full-time role at a profitable bootstrapped company, not a runway-dependent startup

Real growth track. Run this seat well and you take on a bigger scope, a second product line, or a regional ops seat

You will probably not fit if:

You need a runbook handed to you on day one

You measure your work in monthly reviews instead of weekly customer signal

You think onboarding is welcome emails and a kickoff call

You are looking for a passive remote role with light expectations

Requirements

Qualifications & experience

4 to 7 years owning customer onboarding, success, account management, or implementation in a high-velocity environment

Built or rebuilt a 30-60-90 day onboarding flow in the last 24 months, ideally while the product was still moving

Worked inside a fast online education, SaaS, agency, coaching, or info-product company that ships weekly

Owned an activation, completion, or retention metric and moved it

Comfortable working with US and UK customers and teammates across time zones

Native or near-native written and spoken English

Personal attributes

Sharp, fast, low-ego, and bored by long meetings

Pragmatic over polished. Values outcomes over process

Comfortable in ambiguity, especially around a new product offering

Bias to act, not to wait for direction

Treats the customer experience like it is their personal reputation

Benefits

Competitive ZA-market base salary, full-time

Performance bonus tied to onboarding outcomes you own

Remote, South Africa-based

Direct line to senior onboarding leadership

Growth track into broader ops or regional leadership seats

Working at scale with a profitable, bootstrapped US company