Head of Customer Onboarding & Activation

Head of Customer Onboarding & Activation Location: New York, NY (4 days a week onsite) Team: Advanced Builder Team (ABT), Customer Success, & Operations Reports to: Chief Experience Officer The Mission At Flowcode , we are building the next generation of the internet: the Offline-to-Online ecosystem. We connect the physical world to the digital world instantly, providing brands and consumers with seamless, data-rich experiences. As the Head of Customer Onboarding & Activation , you are architecting the engine that drives immediate value realization. We are looking for a rare hybrid. A leader with a deep customer-first heartbeat and the analytical rigor of an Operations Research expert. You will treat the customer journey as a complex system to be modeled, optimized, and scaled. You will operate at the intersection of onboarding, product adoption, customer health, and scale. The mandate is simple: basics should just work. Customers should go live fast, adopt deeply, and expand usage without friction. If something feels manual, slow, or “2023,” you fix it. If product needs feel vague, reactive, or hard to prioritize, break them into clear user outcomes, define the smallest shippable steps, and align with the CTO on what actually moves the roadmap forward. You operate like a constant optimizer, turning ambiguity into structured inputs and pressure testing every request against real user outcomes. Nothing stays abstract for long. Ideas get translated into clear steps, tradeoffs get surfaced early, and priorities get forced into order. The focus is not just defining what to build, but making it clear how it gets built, why it matters now, and what earns its place on the roadmap. The Role You will lead the team responsible for the most critical phase of the customer lifecycle. Your goal is to minimize time-to-value (TTV) and maximize product adoption by applying mathematical modeling, simulation, and optimization to the activation funnel. Key Responsibilities Systemic Strategy: Design and own the end-to-end activation framework for Flowcode’s enterprise and growth segments. Talent Magnet: Hire, coach, and retain elite implementation talent. Set a high bar, build the bench, and make this the team top operators want to join. Optimization & Modeling: Apply operations techniques to identify bottlenecks in the onboarding process and optimize resource allocation across the activation team. Customer-Centric Innovation: Act as the "Voice of the Customer." Translate complex data into empathetic product improvements, ensuring the "Aha!" moment is intuitive and frictionless. Predictive Analytics: Partner with the Data Science team to build predictive models for churn based on early activation signals, allowing for proactive intervention. Cross-Functional Leadership: Work at the intersection of Customer Success, Sales, Product, and Engineering to ensure that the feedback loop from the "real world" implementation informs the product roadmap. Operational Excellence: Build the playbooks, tooling, and automation required to scale activation from hundreds to thousands of high-touch enterprise accounts. Who You Are A Systems Builder: You have built implementation orgs from the ground up. You think in playbooks, scoping frameworks, and repeatable delivery motions. You turn one-off heroics into scaled processes. Obsessed with the User: You believe a successful implementation is measured by what the customer can do on day 30, not what shipped on day 1. You are passionate about reducing friction, eliminating manual steps, and making the "Aha!" moment inevitable. A High-Velocity Leader: You have 8+ years of experience in Implementation, Professional Services, or Customer Operations, with at least 3 years leading delivery teams in a high-growth SaaS or Tech environment. You have personally owned enterprise rollouts and know what breaks at scale. A Master Communicator: You can run a steering committee with a Fortune 100 CMO and unblock a launch with an engi