Activation Specialist, NYC

Activation Specialist

We're looking for an Activation Specialist to join the Customer Experience team. In this role, you'll work with new customers during their first weeks on Lang Smith, helping them move from signed contract to a working platform that is ready for agents in production. You'll focus on activation milestones such as admin setup, user onboarding, traces flowing, evaluations in place, and customer teams feeling confident enough to keep building independently.

• Own customer onboarding from kickoff through early activation milestones, including admin setup, SDK integration, first traced run, first evaluation, and Lang Graph deployment.
• Guide customers through core Lang Smith setup and production readiness topics, including security, org design, workload isolation, and integration questions.
• Partner with GTM teams, Product, Engineering, and Lang Chain specialists to unblock customers and coordinate support when deeper expertise is needed.
• Help customers build their first evaluation workflows, define what "good" looks like, and confirm they can debug a production trace independently.
• Route customers to the right resources and turn recurring onboarding questions into runbooks, documentation, and repeatable processes.
• Surface customer friction to Product and Engineering early and track activation metrics such as time to first trace, first evaluation, and production run.

• 2–4 years of experience in a customer-facing role such as support, customer success, account management, onboarding, or a similar function.
• A strong desire to work directly with customers and build productive, trusted relationships.
• Excellent organization and follow-through, with a track record of keeping customers and internal partners aligned.
• A proactive, industrious approach to learning new tools, solving problems, and rolling up your sleeves.
• Clear, friendly written and verbal communication skills.
• Curiosity about technology and AI, plus a willingness to get hands-on and learn technical concepts on the job.

• Customer onboarding experience at a SaaS company.
• Familiarity with enterprise readiness concepts such as SSO, SCIM, ABAC, and workload isolation.
• Exposure to developer tools, observability, evaluations, or AI/LLM workflows.

Compensation Philosophy:

We offer competitive compensation that includes base salary, variable compensation for relevant roles, meaningful equity, benefits, and perks. Actual compensation and offerings will vary based on role, level, and location. Team members in the EU, UK, and APAC receive locally competitive benefits aligned with regional norms and regulations.

Benefits include medical, dental, and vision coverage, flexible vacation, a 401(k) plan, meals on in-office days in the US and more.