Customer Onboarding Associate, Popp

• You are based in London, and have experience in a customer-facing function with a B2B SaaS company, ideally with enterprise clients - or make up for any potential lack of experience with hunger and a constant growth mindset. You may have worked in Consulting or project management for 6 months to 2 years and decided you wanted to see your projects through the entire lifecycle, working closer to customers and be in a very fast paced start-up environment
• You're excited to spend regular time with customers, building empathy for their needs
• You have the independence and organisational skills to proactively own the onboarding, engagement and documentation
• You are ambitious yet authentic - wanting to win (as a team) and win fairly
• You are a great communicator verbally and in writing
• You’re a fast learner eager for feedback and learning opportunities

Desirable

• As a CSA at Popp, you will play a pivotal role in shaping our customers' experiences with the product. You'll be at the forefront of our growth journey, ensuring high engagement and a seamless onboarding experience for our customers worldwide. This is a core and strategic function at Popp where you’ll also be accountable for ensuring we demonstrate state of the art onboarding experiences with our customers, converting Pilots into global enterprise agreements and own satisfaction metrics with ALL new customers
• This is the perfect role for someone keen to make an impact on the growth of an early-stage, VC-backed AI startup (pre Series A). Everything you do will fall under our fundamental areas of focus: building products and getting them into people’s hands. Customer Success is a critical function within the product development and delivery process at Popp, so this is a chance to be at the heart of the innovation delivery journey
• You will be the second hire within the delivery team, working directly with the Head of Delivery and first employee (ex-consultant, ex-Coca-Cola, who also built products with Rocket internet from ground 0). You’ll also be collaborating closely with the Customer Success Manager (Ex-recruiter turned rec-tech CSM with extensive experience working with enterprise customers) and Sales in a cross-functional environment
• 🔍 What you’ll be doing:
• You’ll own the onboarding process from kick-off to go-live, working closely with clients, internal stakeholders, and our product team to deliver a smooth and high-impact experience
• 🧩 Customer Onboarding:
• Map out product configuration and integration requirementsAttend kick-off calls to understand client use cases, workflows, and goals
• Document next steps and stakeholder responsibilities
• Support clients in completing action items and drive implementation timelines
• ⚙️ Implementation & Configuration
• Configure accounts: users, permissions, messaging modules, and workflows
• Coordinate training sessions and manage go-live readiness
• Track progress and ensure all onboarding milestones are met
• Hypercare Support
• Act as the main point of contact post-launch
• Surface and resolve user issues, questions, and configuration blockers
• Proactively flag risks and bottlenecks
• Keep client leadership informed of onboarding progress
• 🤝 Internal Collaboration
• Work daily with the Head of Delivery to execute onboarding plans
• Collaborate with Product, Customer Success, and Support teams
• Bring process improvement ideas - our onboarding playbook is evolving, and you’ll shape it

• 1. Apply with your CV
• 2. Screening conversation with Popp's AI via WhatsApp
• 3. Video interview (to discuss your experience and motivations)
• 4. COO interview
• 5. Offer