Startup Program & Experience Lead (SaaS)

TL;DR

Startup Program & Experience Lead (SaaS): Managing the startup customer journey and onboarding process to improve activation and retention with an accent on lifecycle engagement and operational execution. Focus on building scalable onboarding programs, reducing friction in the customer journey, and developing automated scorecards for high-touch experiences.

Location: Hybrid: Must be based in San Francisco or New York (Anchor Days: Mon, Tue, Thu)

Salary: $174,000 - $205,000 per year

Company

A collaborative AI workspace that connects docs, notes, projects, calendar, and email into one integrated platform.

What you will do

• Optimize startup activation, engagement, conversion, and retention across the regional funnel.
• Develop and manage scalable onboarding and lifecycle programs for startup customers.
• Create educational and engagement experiences to help customers realize value quickly.
• Identify and resolve friction points throughout the startup customer journey.
• Support the execution of startup-focused initiatives, campaigns, and ecosystem programs.
• Analyze performance metrics and build operational frameworks, including automated scorecards.

Requirements

• Experience in program management, customer experience, growth, or operations.
• Proven project management skills and the ability to handle multiple priorities in fast-paced environments.
• Data-oriented mindset to identify patterns and improvement opportunities.
• Ability to collaborate cross-functionally with Product, Marketing, and Customer Success teams.
• Strong written and verbal communication skills.
• Intellectual curiosity and willingness to adopt AI tools for productivity.

Nice to have

• Experience with startup ecosystems or PLG (product-led growth) environments.
• Background in building scalable operational processes or customer programs.
• Passion for AI and productivity software.

Culture & Benefits

• Competitive cash compensation and equity.
• Inclusive culture valuing craft, humanity, and diversity.
• Hybrid work model with designated Anchor Days for in-person collaboration.