At a Glance
- Tasks: Lead customer onboarding and ensure smooth transitions to our AI platform.
- Company: Join Metaforms, a fast-growing AI company revolutionising market research.
- Benefits: Competitive salary, equity, flexible working, and a £1,000 learning budget.
- Other info: Work with major global research businesses and enjoy high autonomy.
- Why this job: Be the first UK hire and shape customer experience from the ground up.
- Qualifications: 3-5 years in Customer Success with strong project management skills.
The predicted salary is between 56700 - 69300 £ per year.
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
- 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 Saa S.
- 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.
- Nice to Have
- Experience onboarding customers onto AI-driven or data-heavy Saa S 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 Saa S 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.
Customer Onboarding Manager in City of London employer: Metaforms
Metaforms is an exceptional employer, offering a unique opportunity to be the first team member in the UK, where you can directly influence customer success and shape the company's presence in a key market. With a competitive salary, equity participation, and a generous learning budget, employees enjoy a flexible working environment that fosters growth and innovation. Join a high-growth AI company where your contributions are valued, and you can make a tangible impact on how leading research agencies operate.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Onboarding Manager in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Metaforms. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Metaforms before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Onboarding Manager in City of London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Metaforms:Your cover letter is your chance to shine! Tell us why you want to work at Metaforms specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Metaforms!
How to prepare for a job interview at Metaforms
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
