Customer Adoption Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of adoption outcomes from post-sale alignment through to launch, rollout, value realization, and the long-term health of accounts.

• Conduct executive discussions independently regarding business objectives, adoption milestones, risks, trade-offs, and value.

• Assist customers in transitioning from outdated workflows to new workflows, decision rights, and the adoption behaviors necessary for realizing value.

• Coordinate internal teams from Implementation, Solutions, Product, Engineering, Support, and Sales to ensure progress towards outcomes.

• Identify adoption risks early, engage stakeholders, and regain momentum when programs experience delays.

• Convert patterns of customer friction into organized product, implementation, and account insights.

⛳️ Requirements

• Over 5 years of experience in customer success, implementation leadership, enterprise account management, consulting, solutions, or program leadership, with direct responsibility for complex, high-value clients or transformation initiatives.

• Exceptional executive communication abilities and the capability to influence senior customer stakeholders independently.

• Strong judgment in identifying customer risk, adoption challenges, stakeholder misalignment, and organizational barriers.

• Robust consultative and cross-functional leadership instincts.

• Proficiency in utilizing data, customer health indicators, and AI-enabled tools to assess account health and adoption progress.

• Ability to distill project details into a precise account narrative without managing every administrative aspect.

• Willingness to travel 25%, with potential variations during customer launch phases.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• Unlimited PTO.

• Substantial maternity/paternity leave for all full-time U.S.-based employees.

• Stipend to set up the ideal home office.