Startup Program & Experience Lead

Role overview

This position focuses on shaping the startup customer journey from first touch through trial and onboarding, helping early-stage companies adopt the platform, stay engaged, and see value quickly. The role sits at the intersection of program management, customer experience, lifecycle engagement, and operational delivery.

Working alongside the Head of Startups, the lead will coordinate initiatives that improve activation, engagement, conversion, and retention across the regional startup funnel. The work requires close partnership with Marketing, Product, Customer Success, and Partnerships to design repeatable startup programs and experiences that support long-term growth.

The ideal candidate is someone who enjoys building scalable systems while staying close to customer needs and execution details.

What you will accomplish

• Raise startup activation, engagement, conversion, and retention across the regional funnel.
• Develop and run scalable onboarding and lifecycle programs for startup customers.
• Design educational, onboarding, and engagement experiences that help customers reach value faster.
• Spot pain points in the startup journey and improve the overall experience.
• Support startup campaigns, events, initiatives, and ecosystem programs across the region.
• Measure program results, engagement, and operational performance to improve conversion and ARR over time.
• Contribute to Startups 2.0 operating frameworks, including an automated scorecard to identify top startups and deliver a higher-touch experience.

Required background and capabilities

Experience in program management, customer experience, customer success, growth, operations, or startup-oriented roles is valuable for this position. The role calls for strong organization, project management, and the ability to juggle multiple priorities in a fast-moving environment.

A strong customer-first mindset, operational discipline, and comfort working across Product, Marketing, Partnerships, and Customer Success are important. The role also requires a data-driven approach to spotting patterns, identifying friction, and finding opportunities to improve.

Excellent written and verbal communication skills are expected. While deep AI expertise is not required, curiosity and willingness to use AI tools to work more effectively is important.

Preferred experience

• Exposure to startups or startup ecosystems.
• Experience with onboarding, lifecycle, or customer engagement programs.
• Familiarity with product-led growth environments.
• Background in building scalable operational processes or customer programs.
• Interest in AI, productivity software, and the future of work.

Work location and schedule

This is an in-office role based in San Francisco, CA. The company expects team members to work from the office on Mondays, Tuesdays, and Thursdays as standard anchor days, and some teams or roles may require additional in-office days.

Equal opportunity and accommodations

The employer welcomes applicants from a broad range of backgrounds and encourages people to apply even if they do not match every listed qualification. Hiring decisions are made without discrimination based on protected characteristics, and qualified applicants with criminal histories are considered in line with applicable laws.

Reasonable accommodations are available during the application process for qualified individuals with disabilities and disabled veterans. Applicants who need assistance should inform their recruiter.

Compensation and legal notice

The role offers competitive cash compensation, equity, and benefits. Final pay will depend on factors such as location, scope, complexity, experience, and expertise. For candidates based in San Francisco or New York City, the estimated base salary range is USD 174,000 to 205,000 per year.

By submitting an application, candidates acknowledge that their information will be collected and processed in line with the company’s global recruiting privacy policy and applicable local law.

AI philosophy

Employees are expected to approach AI with curiosity and a willingness to experiment. Deep AI expertise is not required for every role, but the ability to use AI as a practical collaborator is valued. In some positions, AI fluency may be required explicitly in the qualifications.