Position Overview:
Accelerate time-to-value and maximize ROI by driving seamless adoption of our solutions for clients, upskilling internal teams delivering services, and leading a specialist function that can be deployed to support adoption of clients’ own or third‑party solutions.

The Product Adoption team is responsible for driving successful onboarding, utilization, and long-term engagement of customers with our products. This role sits at the intersection of Product, Customer Success, Marketing, and Sales, ensuring that users not only understand product value but fully adopt features that lead to measurable business outcomes.

Primary KPIs:

• Time-to-value (TTV) reduction for client deployments
• Product adoption rate (feature activation, usage depth/width, DAU/MAU)
• ROI realized vs. planned (client & internal services programs)
• Net Revenue Retention (NRR) / expansions linked to adoption
• Onboarding cycle time, customer health score improvements
• Training completion & proficiency metrics (internal & client)
• CSAT/NPS for adoption programs; decrease in support tickets post‑go‑live

Key Responsibilities

Drive Client Adoption & Time-to-Value

• Own adoption strategy across the post-sale lifecycle: Operational Discovery (validate success criteria, assess readiness), Onboarding, Change Management, Enablement, Value Realization, and Expansion.
• Create outcome-based adoption plans and scalable playbooks.
• Use product telemetry to identify friction and improve activation.
• Partner with Customer Success and Services to streamline handoffs and accelerate time-to-first-value.

Enable Internal Teams

• Upskill delivery teams under services contracts to maximize ROI.
• Build certification frameworks and enablement content.
• Standardize methodologies for success planning and value realization.
• Coach teams on adoption-first approaches and executive storytelling.

Lead Adoption Specialists

• Build and manage a team deployable to clients for multi-vendor solution adoption.
• Define operating model, quality standards, and resource allocation.
• Ensure interoperability strategies and mentor talent for growth.

Strategic and Operational Enablers

Cross‑Functional & Strategic

• Partner with Product to influence roadmap via adoption data.
• Collaborate with Marketing on adoption campaigns and customer stories.
• Work with Sales to position adoption programs in pre‑sales and shape SOWs.
• Create commercial offerings (packaged adoption services, success accelerators).
• Risk management: early‑warning systems for stalled adoption and recovery plans.

Operational & Reporting

• Instrumentation & analytics: define metrics taxonomy, dashboards (usage, activation, proficiency, value realization).
• ROI tracking: baselines, benefit hypotheses, measurement methods, and executive value reports.
• Budget & vendor management: tools for enablement (LMS, digital adoption platforms).
• Global delivery readiness: localization, multi‑region support, and time zone coverage.

Qualifications:

• Bachelor’s/Master’s in Business, Engineering, or related field.
• Min 8 to 10+ years in Customer Success, Professional Services, Product Operations, or Digital/Change Transformation.
• Proven leadership of cross‑functional teams delivering adoption outcomes at scale.
• Track record reducing TTV and increasing product usage using data‑driven strategies.
• Experience orchestrating multi‑vendor solution adoption.

What We Offer:

• Opportunity to contribute to a growing technology company and make a meaningful impact.
• Collaborative and innovative work environment.
• Competitive renumeration package and flexible working arrangements