Customer Success — Activation & Retention
Role Overview
You've worked in support, customer success, or account management. You're good with people, patient with confused users, and genuinely curious about why humans behave the way they do. Somewhere along the way, you realized two things: first, that the "success" part of customer success is really about product and growth — getting people to real value fast. Second, that AI is going to handle a lot of the reactive support work that used to eat your day, freeing you to do the strategic part you actually like.
This role is designed for exactly that shift.
Signup is the beginning, not the goal. Our growth depends on whether users actually get value from our products — whether they activate, stick, and eventually pay more. That work lives in the gap between marketing and product, and right now nobody owns it.
You will.
You'll own the post-signup experience, drive activation, reduce churn, and — critically — bring the rest of the team a constant stream of insight from real users. Everyone else on the team will be smarter because you're talking to customers every day.
Key Responsibilities
Own the user journey from signup through first value, onboarding, and ongoing engagement
Design and run onboarding flows, lifecycle emails, and in-product nudges (with the team, AI-assisted for scale)
Talk to users constantly — calls, surveys, support tickets, community posts — and turn that into insight
Run the support function: set up AI-first triage (Claude, chatbots, knowledge bases) and handle the hard cases yourself
Build and maintain help docs, FAQs, onboarding content — AI drafts, your judgment gates
Track activation rates, retention curves, churn signals — flag when something breaks, propose what to fix
Partner with product on feedback loops — what users ask for, what confuses them, where they drop off
Be the team's voice-of-the-customer — not in a corporate sense but in a real one
Requirements
1–3 years in customer support, customer success, account management, or similar — SaaS experience is a plus but not required
You genuinely like helping people, and you get impatient when the product makes their life harder than it needs to be
You're comfortable writing — emails, help docs, in-app copy — because a lot of this job is written communication
You've started using AI in your workflow (drafting responses, summarizing tickets, building help content) and you can show us how
You're analytical enough to read retention data and spot patterns, or eager to learn
You don't see AI-first support as a threat — you see it as a way to finally stop answering the same question 50 times a day and focus on the conversations that actually matter
Nice to Have
Experience with SaaS onboarding or activation work
Familiarity with support tools (Intercom, Zendesk, Crisp, etc.)
Background in building help centers or knowledge bases
Experience with lifecycle email or in-app messaging
Understanding of retention metrics and cohort analysis
Success Metrics
Activation rates improving — more users reaching first value faster
Churn decreasing — users who activate are staying and expanding
AI-first support is running — common questions handled automatically, you handle the hard ones
The team has a constant stream of user insight — what's working, what's breaking, what's confusing
Help docs and onboarding content are high quality and up to date
Users feel heard — NPS, CSAT, or qualitative signals are positive and improving
How to Apply
Skip cover letters. Send us these three things — they're what we actually read:
A short note about a tough customer situation you handled — what was the situation, what did you do, what happened?
One concrete example of how you've used AI in customer-facing work. Which tool, what setup, what outcome.
Your CV or LinkedIn.
Why Join Xponent
Own the entire post-signup experience — activation, retention, and the voice of the customer
Build AI-first support from scratch instead of inheriting a legacy system
Direct access to the Head of Growth and founder
Your insights directly shape product and growth decisions
A small, sharp in-office team in Chattogram