Metaforms
Customer Onboarding Manager
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A foundational UK hire. You’ll be Metaforms’ first team member based in the UK, helping establish our presence in London and extend customer coverage across geographies and time zones as we scale with leading global research businesses.
About Metaforms
Metaforms is redefining how market research gets done. Our AI platform helps leading research agencies automate complex workflows across survey programming, data processing and project management — allowing teams to move faster without compromising quality. Our customers include major global research businesses such as Dynata, Savanta and Borderless Access. As our customer base expands internationally, we’re building a customer organisation that can support businesses across markets, geographies and time zones with the same high standard of partnership.
- 1,000+ surveys processed monthly
- Global enterprise customer base
- High-growth
- Series A company scaling quickly
We’re Series A funded and growing quickly, and we’re scaling Customer Success alongside that growth so every customer reaches value quickly — and stays there.
The Role
We’re looking for a London-based Customer Onboarding Manager to own the earliest and most critical phase of the customer journey at Metaforms.
When a research agency partners with Metaforms, they’re not simply adopting another software tool — they’re changing how operational teams get work done. 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 handing them into the ongoing Customer Success motion.
As our first UK hire, you’ll also have a broader opportunity: help shape how Metaforms supports customers in the UK and Europe, strengthen our coverage across time zones, and contribute to how we build our presence in a strategically important market.
This is a hands-on IC role. Success is measured by how quickly customers reach meaningful milestones, how smoothly pilots convert into successful deployments, and how consistently customers leave onboarding ready to scale their use of Metaforms.
What You’ll Own
Onboarding & Time-to-Value
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- Own the onboarding process for new customers, from signed contract through successful go-live.
- Build and continuously improve structured onboarding programmes, timelines and success criteria for different customer segments.
- Run kickoff calls, training sessions and working sessions that establish the right workflows, configurations and expectations from day one.
- Track time-to-value across your portfolio and identify where customers are slowing down, getting blocked or failing to activate.
Pilot Management
- Design and run structured pilots with new accounts, defining success criteria upfront, managing the timeline and driving the evaluation to a clear outcome.
- Partner closely with Sales throughout pilots to ensure technical, operational and commercial requirements stay aligned.
- Gather structured customer feedback and translate it into clear, actionable context for Product and Engineering.
Customer Enablement
- Develop customer-facing training materials, onboarding guides and workflow documentation tailored to research agency operations.
- Proactively identify knowledge gaps and build resources that help customers self-serve wherever it improves their experience.
- Lead product walkthroughs that go beyond feature demonstrations by connecting Metaforms capabilities to each customer’s workflows and business outcomes.
Cross-Functional & International Collaboration
- Work closely with Technical Product Support to resolve onboarding blockers quickly and keep momentum high.
- Partner with Product and Engineering to surface recurring friction points that should be solved at the platform level.
- Coordinate effectively with a distributed global team, helping create stronger customer coverage across geographies and time zones.
- Hand off successfully onboarded accounts to the ongoing Customer Success function with clear documentation of configuration, goals, stakeholders and open items.
What We’re Looking For
Must Have
- 3–5 years of experience in Customer Success, onboarding or implementation within B2B SaaS.
- A track record of managing structured onboarding programmes for enterprise or mid-market customers.
- Strong project-management instincts — you can run multiple onboardings in parallel without losing detail or momentum.
- Excellent written and verbal communication, with the confidence to lead customer calls and create clear, useful documentation.
- Comfort working with technically complex products. You do not need to write code, but you should be able to understand the platform deeply enough to troubleshoot, advise and ask the right questions.
- High ownership and follow-through: you stay accountable for the customer reaching a successful outcome, not simply completing the kickoff.
- Based in London or within practical reach of London, with an interest in helping build Metaforms’ UK presence from the ground up.
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Nice to Have
- Experience onboarding customers onto AI-driven or data-heavy SaaS platforms.
- Familiarity with market research, survey programming or research operations workflows.
- Experience running structured pilots or proof-of-concept engagements.
- Experience supporting enterprise customers with complex technical and organisational requirements.
- Experience working across international customers or distributed teams.
Why Metaforms
- Be our first UK hire and help shape how we build our presence, customer experience and operating model in the market.
- Own a function that directly determines whether customers succeed — your impact is immediate and measurable.
- Work with sophisticated teams at major research businesses running high-volume, business-critical operations.
- Build onboarding systems and playbooks rather than inheriting a mature, rigid process.
- Operate with high autonomy, fast feedback loops and direct access to company leadership.
- Join a well-funded, high-growth AI company at a stage where individual contributors can still meaningfully shape how the company scales.
Benefits
- A UK-focused package designed to be competitive for London-based SaaS talent
- Competitive salary and equity participation.
- £1,000 annual learning and development budget.
- Flexible working, with the opportunity to help shape how our UK and European presence develops.
- Generous equipment and software support so you have what you need to work effectively.
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