# Customer Activations Manager

**Company:** [Warp](https://hotfix.jobs/companies/warp)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $93k – $139k/yr
**Experience:** 3+ years
**Skills:** Customer Success, Implementation, Project Management, B2B SaaS, Payroll, HRIS, Fintech, Stakeholder Management, Process Improvement, Cross-Functional Collaboration
**Posted:** 2026-05-22

> Own end-to-end customer onboarding from contract to graduation for an AI-native payroll platform. Drive activation KPIs (time to first payroll, 90%+ graduation rate) while managing tiered implementations across startups to 200+ employee companies.

## Job Description

## What You’ll Do
- 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
- Serve as a co-owner of the playbook alongside the Activations team, iterating on templates, escalation paths, and graduation criteria as you learn what works

## What You Need
- At least 3+ years of experience in implementation, customer success, or project management in a B2B SaaS organization — with a track record of hitting activation or onboarding KPIs
- 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
- Experience with payroll, HR tech, or fintech products — you understand the stakes of a missed pay cycle
- Builder's mindset: you've improved a process, written a playbook, or closed a gap that wasn't yours to fix
- High agency and a genuine bias for action in a fast-paced, high-accountability environment

## Nice To Haves
- Familiarity with payroll platforms, or HRIS systems, accounting software (e.g. QuickBooks, Xero)
- Experience at an early-stage or high-growth company where the playbook was still being written
- Track record owning implementation metrics end-to-end with specific numbers attached

## Compensation
Base salary: $100,000–$160,000 depending on experience, plus performance spiffs tied to activation speed and graduation rate, plus equity.

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