Customer Activations Manager

About the role

We're hiring a Customer Activations 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.

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.
• 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.
• Own the playbook itself, continuously improving the templates, escalation paths, and graduation criteria you run against.

Requirements

• 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, and you know the difference.
• Experience with payroll, HR tech, or fintech products. You understand the stakes of a missed pay cycle.
• A 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. You don't wait to be unblocked.

Nice to haves

• Familiarity with HRIS systems, accounting software (e.g. QuickBooks, Xero), or payroll platforms.
• 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.

Benefits

• 100% Health Coverage: Comprehensive medical, dental, and vision plans for you and your dependents.
• 401(k) Matching: Start investing in your future from day one.
• Unlimited PTO: We offer flexible PTO, meaning you’re trusted to take the time you need to recharge while balancing your responsibilities and team commitments.
• Commuter Benefits: Pre-tax commuter benefits for your daily trip to our NYC office.
• Catered Lunch Daily: Great food, every day, on us. No meal prep, no decision fatigue.
• Quarterly Offsites: Beautiful locations to connect as a team. Past locations include Spain and Catskills.

Pay

Variable comp is tied directly to hitting KPIs.

Schedule

We are based in New York City, and we prioritize candidates who can commit to being on-site 5x per week.