What are the responsibilities and job description for the Customer Activation Manager position at Workwolf?
Job Summary
Customer Activation Manager
Warp
Full-time
In-Office | New York, NY, United States
About The Role
You own the entire customer journey from signed contract through successful onboarding and graduation. Every new customer activation flows through this role, which means you directly shape the first experience every Warp customer has with the product. Success is measured against a 90% activation rate and KPIs, including time to first payroll and onboarding graduation rate. You'll calibrate your approach by company size, run structured implementations across startups and 200 person companies simultaneously, and work cross-functionally with Engineering, Tax Ops, and Customer Success to ensure no customer falls through the cracks.
What You'll Own
Customer Activation Manager
Warp
Full-time
In-Office | New York, NY, United States
About The Role
You own the entire customer journey from signed contract through successful onboarding and graduation. Every new customer activation flows through this role, which means you directly shape the first experience every Warp customer has with the product. Success is measured against a 90% activation rate and KPIs, including time to first payroll and onboarding graduation rate. You'll calibrate your approach by company size, run structured implementations across startups and 200 person companies simultaneously, and work cross-functionally with Engineering, Tax Ops, and Customer Success to ensure no customer falls through the cracks.
What You'll Own
- Own end-to-end customer onboarding from signed contract through graduation, with clear handoff criteria to Account Management
- Execute tiered onboarding tracks calibrated to company size: lightweight self-serve 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
- Certify graduation: confirmed stakeholder engagement, post-go-live training, and feature adoption appropriate to customer setup
- Manage a portfolio of concurrent implementations with precision: proactive outreach, clear timelines, zero dropped handoffs
- Partner cross-functionally with Engineering, Tax Ops, and Support to resolve go-live blockers and custom setup needs .
- Own and continuously improve the onboarding playbook: templates, escalation paths, and graduation criteria
- 3 years in implementation, customer success, or project management in B2B SaaS with measurable onboarding or activation KPI ownership
- Project management DNA: organized, process-driven, and calm under pressure juggling multiple concurrent implementations
- Experience with payroll, HR tech, or fintech products; you understand the stakes of a missed pay cycle
- Ability to calibrate your approach by company size: recognize that a 5-person startup and a 120-person company need fundamentally different onboarding motions
- High agency and bias for action: you move without waiting to be unblocked
- Familiarity with HRIS systems like Rippling, JustWorks, Gusto, or other payroll platforms
- Experience at an early-stage or high-growth company where the playbook was still being written
- Track record owning implementation or onboarding metrics end-to-end with specific numbers attached
- Background in fintech, B2B SaaS, or broader implementation-heavy roles beyond payroll
- Performance spiffs
- Competitive Equity