Customer Activation Manager

Warp • New York, NY

5d • $105,000 - $115,000

About The Position

We're hiring a Customer Activation Manager to own the entire customer journey from signed contract through onboarding graduation. You'll report to the Head of Customer Success. Every new customer onboarding flows through this role — which means you'll directly shape the first experience every Warp customer has with the product. A customer isn't done onboarding when their first payroll runs. They're done when they're genuinely set up to succeed: the right stakeholders are engaged, the platform is configured for their setup, and they've seen the value Warp delivers. That bar is higher than most onboarding roles — and that's intentional. At its core, this is a project management role. You'll run structured implementation tracks across small startups and 200+ person companies at the same time, calibrate your approach by company size, and work cross-functionally with Engineering, Tax Ops, and the broader Customer Success team to make sure no customer falls through the cracks between signed and live. You'll own the KPIs that define activation: time to first payroll, onboarding graduation rate, and a 90%+ activation target across your book. Variable comp is tied directly to hitting them.

Requirements

• 1–3 years of experience in implementation, customer success, or project management in a B2B SaaS organization.
• Project management DNA — organized, process-driven, and calm under the pressure of juggling multiple concurrent implementations.
• Strong communicator: able to move multiple customer stakeholders through a structured checklist without losing momentum or relationships.
• Ability to calibrate your approach by company size — a 5-person startup and a 120-person company need fundamentally different onboarding motions, and you know the difference.
• Comfortable building in ambiguity — this role owns a playbook that's still being written, and you'll be the one writing it.
• High adaptability and a genuine bias for action in a fast-paced, high-accountability environment.

Nice To Haves

• Experience with payroll, HR tech, or fintech products.
• Familiarity with tools like HRIS systems, accounting software (e.g. QuickBooks) or payroll platforms.
• Track record building or refining implementation processes and playbooks.

Responsibilities

• Own every new customer onboarding end-to-end — from signed contract through graduation, with clean handoff criteria to Account Management.
• Execute tiered onboarding tracks calibrated to company size: lightweight self-serve oversight for small accounts, structured multi-stakeholder implementations for mid-market and enterprise.
• Drive first payroll on the first eligible pay cycle — ensuring data migration accuracy, tax registrations, and bank verification are complete before a customer's next pay period closes.
• Certify graduation: not just a payroll run, but confirmed stakeholder engagement, post-go-live training, and feature adoption appropriate to the customer's setup.
• Manage a portfolio of concurrent implementations with precision — proactive outreach, clear timelines, and zero dropped handoffs.
• Execute against tier-specific templates, escalation paths, and graduation checklists — and flag where they need to be improved.
• Partner cross-functionally: Engineering for custom setups, Tax Ops on state registration dependencies, Support on go-live blockers.
• Feed structured product feedback from implementation directly into the product team.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed