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About the role
- Customer Activation Manager guiding restoration contractors and insurance professionals through onboarding and product activation. Leading training, enablement and scalable self-serve programs at Encircle.
Responsibilities
- Own the customer activation experience from Launch Planning through Graduation
- Guide customers through onboarding, product enablement and training
- Lead live kickoffs, product walkthroughs, working sessions and check-ins
- Tailor standardized onboarding plans and use AI to personalize customer guidance
- Drive assigned accounts to defined activation thresholds within target timelines
- Share mutual plans with dates at kickoff
- Track milestone progress and activation status in CRM/CSP
- Graduate independently capable customers and escalate stalled accounts with documented reasons
- Deliver group onboarding sessions, webinars and cohort programs
- Direct customers to in-product flows, guides, checklists and Learning Hub resources
- Use automation, in-app guidance and AI-assisted workflows to scale onboarding
- Partner with Account Managers on re-adoption, retraining and product enablement
- Document outcomes and recommendations before transitioning accounts
- Own activation, time-to-activation, self-serve activation, milestone attainment, graduation and rescue-play metrics
- Surface onboarding friction, recurring questions and content gaps
- Improve playbooks, call guides, templates and knowledge base content
- Share effective practices across the team
Requirements
- Deep knowledge of Encircle’s products and customers
- Ability to own and prioritize a high volume of accounts
- Track record of driving product adoption and time-to-value through hands-on customer work
- Excellent one-on-one facilitation skills
- Comfortable supporting group onboarding and webinars
- Data-driven mindset and accountability to activation metrics and benchmarks
- Fluency with CRM/CSP systems for tracking accounts, milestones and activation status
- Eagerness to use AI and automation
- Strong, clear communication skills
- Comfort in a fast-paced, entrepreneurial environment
- Must be located in Canada
Benefits
- Flexible hours
- Self-managed vacation
- Remote-first work arrangement
- Access to collaboration hub in Kitchener
- Learning and career development support
- Well-being support
- Accessibility accommodations throughout the hiring process
Job title
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Experience level
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Degree requirement
No Education Requirement
Location requirements
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