AI Agent Onboarding

AI Agent Onboarding

At Gradient Labs, we’re on a mission to make exceptional customer service the norm.

Founded in 2023, we’ve quickly gone from an idea to a growing team with customers you know (and probably love). Our AI agent helps businesses handle even the trickiest, high-stakes customer support queries safely and effectively, all while giving them the visibility and control they need to trust the outcomes.

We’re a small but mighty team of builders from leading companies like Monzo, Pleo, and Google.

If you’re excited to tackle some of the hardest problems in AI and help shape the future of customer operations, we’d love to hear from you.

🎯 How you’ll make an impact

As an AI Agent Onboarding, you will be the driving force ensuring our new enterprise clients successfully deploy our AI Agent and achieve rapid, measurable business results. You will own the strategic onboarding process, transforming new customers from signed contracts to high-value, deeply integrated partners.

• Own the End-to-End Client Onboarding and Integration: Lead the entire implementation lifecycle, embedding our AI Agent deeply into new customer environments, setting the project roadmap, managing timelines, and ensuring a successful, high-quality go-live.

• Deep-Dive Discovery and Solution Scoping: Conduct in-depth discovery with new clients to define specific automation objectives, capture technical requirements, and map the operational landscape required for a successful AI Agent deployment.

• Guide AI Agent Customization: Actively coach customers in tailoring, configuring, and optimizing our AI Agent's capabilities to align with their unique workflows, maximize end-user resolution rates, and ensure a seamless service experience from Day 1.

• Establish Scalable Onboarding Frameworks: Develop and refine standardized, repeatable onboarding and implementation processes, ensuring all new customers are set up for immediate success and long-term, self-sufficient operation.

• Drive and Prove Initial Value: Proactively analyze launch performance data to track the AI Agent's effectiveness (e.g., Deflection Rate, Quality, CSAT) and ensure new customers rapidly realize the measurable value promised during the sales cycle.

• Technical Onboarding and Pre-Sales Transition: Serve as the primary technical interface during the critical transition from pre-sales (POCs, due diligence) into the implementation phase, managing technical risks and dependencies.

• Voice of the Customer for Product: Collaborate closely with internal AI, Engineering, and Sales teams, synthesizing client onboarding challenges and successes into strategic feedback that directly shapes the AI Agent product roadmap.

• AI Governance and Readiness: Manage project risks and governance related to AI deployment during onboarding, ensuring all integrated solutions adhere to compliance, security, and responsible AI standards.

💡 What you’ll bring

• Proven Customer Onboarding & Delivery: Experience in forward-deployed, post-sales, or customer-facing roles focused on the onboarding and implementation of SaaS or AI/ML products at high-growth tech companies.

• Results-Driven Ownership: Proven ability to own the P&L/value-realization of complex, multi-stakeholder onboarding projects end-to-end.

• Structured Adaptability: Thrives in the ambiguous, fast-paced environment of a new client relationship, proactively creating structure and driving clarity to accelerate time-to-value.

• Technical Acumen for Integration: Strong grasp of technical fundamentals (APIs, integrations, data mapping) and the ability to collaborate effectively with client and internal engineering teams on deployment.

• Data Analysis for Value Tracking: Comfortable using analytical tools (e.g., Looker, BigQuery, internal dashboards) to surface go-live insights and guide optimization decisions for the newly onboarded client.

• Clear Communication: Communicates clearly and confidently across all audiences, internal and external, including technical teams and senior leadership during the critical integration phase.

• Customer-Centric: Deeply customer-obsessed, driven by delivering real, measurable business outcomes and accelerating the path to value for new clients.

• Pragmatic Problem Solver: Entrepreneurial mindset used to find creative, pragmatic solutions, balancing aggressive client goals with technical feasibility.

Why join Gradient Labs?

This is a unique chance to be part of a team working with cutting-edge technology to reshape how businesses will operate in the future. Over the next 10 years, every company will need to embrace AI-powered operations to stay competitive, and this role puts you right in the middle of that transformation.

You’ll tackle challenging and new problems, work with some of the most exciting brands across different industries, and be surrounded by a passionate, smart team that’s driven to build something groundbreaking.