Customer Success Executive (Onboarding)

About Metaforms

Metaforms is redefining how market research gets done. Our AI platform empowers the world's leading research agencies to scale 10x faster while maintaining uncompromising quality. With AI Agents that augment survey programming, data processing, and project management, we help customers like Dynata, Savanta, and Borderless Access deliver more projects with less friction.

- 1,000+ surveys processed monthly

- Serving Fortune 500 companies across the globe

- Rapid month-over-month growth

Series A funded and growing fast, we're aggressively scaling our customer success team to ensure every new customer gets to value quickly and stays there.

The Role

We're looking for a Customer Success Manager focused on Onboarding to own the earliest and most critical phase of the customer journey at Metaforms.

When a research agency signs with us, they're not just buying software — they're changing how their entire operations team works. Your job is to make that transition fast, structured, and successful. You'll own onboarding end-to-end, run pilots with new accounts, and ensure customers are confident and productive on the platform before you hand them off. This is a hands-on IC role where your success is measured by how quickly customers reach their first milestone — and how few of them struggle to get there.

What You'll Own

Onboarding and Time-to-Value

- Own the onboarding process for every new customer — from signed contract to fully live on the platform

- Build and continuously improve structured onboarding playbooks, timelines, and success criteria for different customer segments

- Run kickoff calls, training sessions, and check-ins that set customers up with the right habits and configurations from day one

- Track time-to-value metrics across your book and identify where customers slow down or drop off

Pilot Management

- Design and run structured pilots with new accounts — defining success criteria upfront, managing the timeline, and...