Startup Program & Experience Lead

About the Company

The company is building an AI-powered collaborative workspace designed to help teams and agents work together in one place. The product brings knowledge, projects, meetings, documents, notes, calendar, email, and AI tools into a single environment so work becomes quicker, clearer, and less fragmented. It is used by millions of individuals and organizations of all sizes.

The team treats employees as the first users of the future they are creating. There is a strong focus on craftsmanship, durable product thinking, and the idea that meaningful work remains deeply human. The broader mission is not just about releasing features, but about setting a new standard for how people collaborate in the AI era and helping customers spend more time on high-value work.

The company values in-person collaboration and expects employees to work from the office on Mondays, Tuesdays, and Thursdays as designated anchor days. Some teams or roles may require additional on-site days.

About the Role

The Startup Program & Experience Lead is responsible for the startup journey during onboarding and trial, ensuring that startup customers adopt the product successfully, engage with it consistently, and reach value early in their lifecycle.

Reporting into the Head of Startups, this position blends program management, customer experience, lifecycle engagement, and operational execution. The goal is to strengthen startup activation, engagement, conversion, and retention across the region.

In this role, you will work closely with Marketing, Product, Customer Success, and Partnerships to design scalable startup programs, onboarding flows, and engagement initiatives that support durable business growth. The ideal candidate is someone who enjoys creating systems and experiences at scale while staying close to customer needs and operational rigor.

Key Outcomes

• Raise activation, engagement, conversion, and retention across the startup funnel in the region.
• Design and run scalable onboarding and lifecycle programs for startup customers.
• Develop educational, onboarding, and engagement experiences that help customers achieve value quickly.
• Spot friction in the customer journey and drive improvements.
• Support startup campaigns, initiatives, events, and ecosystem programs throughout the region.
• Measure program results, engagement patterns, and operating metrics to improve conversion and ARR over time.
• Contribute to the startup operations framework by helping create an automated scorecard that identifies high-potential startups and enables a higher-touch experience.

Responsibilities

• Own and improve the startup onboarding and trial experience from first touch through early adoption.
• Plan and execute scalable lifecycle, education, and engagement programs for startup customers.
• Coordinate cross-functional work with internal teams to deliver regional startup initiatives.
• Monitor data and customer behavior to find bottlenecks, trends, and opportunities for optimization.
• Support the rollout of campaigns, events, and ecosystem-led programs for startups.
• Build operational systems that make startup engagement more efficient and repeatable.
• Use insights and reporting to guide improvements in conversion, retention, and revenue outcomes.

Requirements

• Background in program management, customer experience, customer success, growth, operations, or startup-related roles.
• Strong planning, organization, and project management abilities.
• Comfort managing several initiatives and shifting priorities in a fast-paced setting.
• High customer empathy paired with an operational, systems-oriented mindset.
• Experience working across Product, Marketing, Partnerships, and Customer Success teams.
• Analytical approach with the ability to identify patterns, friction points, and ways to improve performance.
• Strong written and spoken communication skills.
• Interest in using AI tools to work more effectively, even without being an AI specialist.

Nice to Have

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

Additional Information

The employer welcomes applicants from a wide variety of backgrounds and encourages people to apply even if their experience does not match every requirement, as long as they are strong builders, aligned with the company values, and excited about making software creation more accessible.

The organization is an equal opportunity employer and does not discriminate in hiring or employment decisions on the basis of protected characteristics. It also considers qualified applicants with criminal histories where permitted by law and provides reasonable accommodations during the application process for qualified individuals with disabilities and disabled veterans.

Compensation for this role is highly competitive and includes cash, equity, and benefits. The offer amount depends on several factors, including location, scope of the role, and the candidate’s experience and expertise. For candidates based in San Francisco or New York City, the estimated base salary range is $174,000 to $205,000 per year.

By submitting an application, candidates acknowledge that the company and its affiliates and subsidiaries will collect and process their information in accordance with the relevant recruiting privacy policy and applicable law.

Note on AI

Deep AI expertise is not required for every role, but curiosity, experimentation, and a willingness to use AI as a practical collaborator are expected. In some positions, AI fluency is essential, and that will be stated clearly in the qualifications. Strong candidates are expected to use AI to improve their thinking and make their work easier for others to build on.