Product Adoption Manager

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

📋 Description

• Take charge of adoption throughout the entire OpenCounter customer lifecycle, which includes launching, engaging staff, providing product updates, and ensuring renewal value.

• Initiate new agency launches by providing training, placement, and early follow-up support.

• Reconnect with recently launched agencies to enhance staff engagement, address training gaps, and prepare for the upcoming renewal.

• Keep an eye on mature accounts for renewal risks, usage indicators, and chances to reinforce product value.

• Review new features and modifications ahead of production from the perspectives of agency staff and residents.

• Identify confusing user experiences, potential support-load risks, defects, and design issues.

• Ensure new capabilities are easily explainable to agencies and determine necessary training or enablement resources.

• Provide engineering with feedback through its tracker and review cycle, as well as support during release weeks.

• Contribute field observations and instances of workflow abandonment to the product roadmap.

• Collaborate with Product Marketing on materials related to adoption and enablement.

• Categorize agencies by launch cohort and record adoption and risk signals for each account.

• Ensure that Permit Guides are easily accessible and promoted through various channels.

• Conduct training for staff during the initial 6–9 months, set feature adoption standards, monitor usage, and collaborate with agencies to achieve targets.

• Enhance first-year retention rates and track outcomes of at-risk accounts.

• Evaluate agency staff satisfaction following go-live training and during annual business reviews.

• Report directly to the Director of Product at OpenCounter.

⛳️ Requirements

• Bachelor’s degree in a relevant discipline or equivalent professional experience.

• Over 5 years of experience in bringing government or enterprise SaaS customers live and guiding them through adoption in roles such as professional services, implementation, training, solution consulting, or customer success.

• Outstanding training and facilitation abilities, including the design and delivery of effective materials, engaging diverse agency audiences, assessing user application of learning, and cultivating internal champions.

• Proven experience in encouraging voluntary adoption of a product or process within an organization.

• Familiarity with working within a city, county, or state agency.

• Experience in launching a new product or module to an existing customer base.

• Subject matter expertise in municipal permitting, planning, or licensing.

• Proficiency in utilizing product and usage data to evaluate adoption, clarify trends, and identify launch obstacles.

• Willingness to travel to customer locations; 10–20% travel is expected.

🏝️ Benefits

• Annual bonus target; discretionary bonus based on achievement of company and individual goals.

• Flexible time off policy.

• Comprehensive medical, dental, and vision insurance plans.

• Family planning benefits available.

• 401(k) retirement savings plan with company matching contributions.

• Health savings account with company contributions.

• Flexible spending account options.

• Coverage for life, accident, and disability.

• Business travel insurance provided.

• Employee assistance programs available.

• Additional well-being benefits offered.