Activations Director (Contract)

About the Role

We are seeking a highly motivated Activations Director to own the entire customer onboarding and initial activation journey for our B2B SaaS platform. This critical 6-month contract role is perfect for a strategic leader passionate about creating seamless, value-driven experiences that accelerate customer time-to-value.

Responsibilities

• Define and execute the global strategy for customer onboarding and initial product use.
• Standardize the onboarding methodology to ensure a consistent, high-quality experience, with a special focus on enterprise clients.
• Significantly reduce the time it takes for new customers to realize value (Time-to-Value or TTV).
• Identify and create new value streams, including developing upsell opportunities such as custom development or advanced training.
• Serve as the central point of contact for activation, bridging communication between Customer Success, Sales, and Product teams.
• Establish and track Key Performance Indicators (KPIs) to measure activation success and report on process effectiveness to senior leadership.

Requirements

• 8+ years of experience in Customer Success, Onboarding, Professional Services, or a related post-sales role within a B2B SaaS environment.
• Proven track record of designing, implementing, and optimizing customer onboarding processes.
• Strong understanding of the B2B SaaS customer lifecycle and key metrics (e.g., LTV, Churn, ARR).
• Demonstrated experience managing a P&L and driving revenue from professional services.
• Exceptional project management and organizational skills, capable of managing multiple priorities in a fast-paced setting.
• Proficiency in using CRM (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight, ChurnZero, Catalyst).
• Bachelor’s degree or equivalent experience.

Role Impact

This role is crucial for laying the foundation for long-term customer success by ensuring new customers quickly adopt the product and achieve measurable value, directly impacting retention and expansion revenue.