GTM Strategist, Self-Serve Onboarding

Someone with real CS scar tissue who would rather build a system than run a call, and who's excited to work with Product and engineering to scale themselves 100x. Success this year:

• Own onboarding for the entire self-serve book - every customer under $30K ARR, Closed Won to first value. ~60 accounts today; plan for several hundred.

• Move Activated → Adopted conversion to 80% by day 28. Recurring, habitual use - not logins, not a one-off run. This is the number.

• Own early retention - any churn or downgrade inside a customer's first 90 days.

• Build the automation behind it - lifecycle and in-app sequences, onboarding checklists, activation instrumentation, health triggers, group kickoffs. 1:1 touch is the exception, not the default.

• Resolve every onboarding issue end to end - integrations, APIs, data imports, config, bugs, use-case fit - pulling in Support, Engineering and Product only when needed.

• Feed the product loop - find activation drop-offs, run experiments on in-app nudges, bring what you learn back to Product and Growth.

• 5-6 years in CS with a track record owning onboarding, implementation or activation.

• 2+ years running digital / tech-touch / pooled CS in a SaaS or AI startup - lifecycle automation and in-app messaging, not only 1:1 calls.

• Strong technical aptitude: troubleshoots integrations, APIs, data imports and config independently, and knows when to escalate.

• Comfort with product-usage data (PostHog or similar) - defining activation events, reading funnels and health scores, acting on signals - and measurable impact on activation, usage or conversion.

• A self-starter who builds process where none exists, with clear written communication and strong prioritisation across a high-volume book.

• You own a number, not a queue. Early retention and day-28 adoption are yours, with nothing between what you build and whether it worked.

• Your work compounds. A sequence you write runs against every customer we sell, forever. That's the whole point of the role.

• You set the pattern. Playbooks, activation definitions, the health model, where automation ends and humans begin - all still open. Whoever takes this role writes it.

Two funded ladders out of this role. You don't have to manage people to grow here.

• IC track: Senior / Lead GTM Engineer with a bigger book and higher ARR band, or owning one stage (activation, renewal) across the whole segment - and from there, PM for onboarding and customer experience once V1 is built.

• Management track: Manager of a slice of the self-serve journey and the team running it, growing into leading Self-Serve / Digital CS - the entire post-sales motion, the automation roadmap, and the segment's NRR and GRR.

If you crush this role, you'll have your pick of what comes next as we scale.