Customer Management Manager in London

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.

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. 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.

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. 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. 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.

• Own the onboarding process for new customers, from signed contract through successful go-live.
• Run kickoff calls, training sessions and working sessions that establish the right workflows, configurations and expectations from day one.
• 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.
• 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.
• Work closely with Technical Product Support to resolve onboarding blockers quickly and keep momentum high.
• 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.

Requirements:

• 3–5 years of experience in Customer Success, onboarding or implementation within B2B SaaS.
• Strong project-management instincts — you can run multiple onboardings in parallel without losing detail or momentum.
• Based in London or within practical reach of London, with an interest in helping build Metaforms’ UK presence from the ground up.
• Experience onboarding customers onto AI-driven or data-heavy SaaS platforms.
• Familiarity with market research, survey programming or research operations workflows.
• Experience supporting enterprise customers with complex technical and organisational requirements.
• 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.

A UK-focused package designed to be competitive for London-based SaaS talent:

• Competitive salary and equity participation.
• 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.