Adoption Manager

Role Overview

The Adoption Manager owns the strategy that turns product usage into measurable customer value. Accountable for adoption impact across the full customer lifecycle, this role drives increased product utilization, stronger perceived value, and tangible contribution to churn reduction and account expansion. This is a high‑impact role combining rigorous project management with strong people leadership: end‑to‑end ownership of adoption initiatives, from design through delivery, alongside developing a results‑driven team.

Responsibilities

• Define and execute customer adoption strategy across the full lifecycle, maximizing the value customers derive from our solutions.
• Design scalable, multichannel adoption journeys — self‑service, virtual agents, human touchpoints — centered on customer experience.
• Lead and orchestrate complex adoption programs with full accountability for timelines, priorities, and outcomes.
• Align and mobilize cross‑functional teams (Product, Tech, Customer Success, Operations, Marketing) without direct authority, driving execution and impact.
• Translate strategic goals into concrete operational plans, tracking progress and measuring results.
• Champion lateral thinking and innovation — finding unconventional approaches to boost engagement and product adoption.
• Leverage usage data, customer feedback, and qualitative insights to continuously optimize adoption paths.
• Build, develop, and empower the adoption team, fostering professional growth and a strong sense of ownership.

Qualifications

• 5–8 years minimum in a comparable B2B role, preferably in services or high‑tech products, with proven ability to drive measurable outcomes across complex, multi‑stakeholder environments.
• Structured execution – proven ability to manage complex end‑to‑end initiatives with clear roadmaps, sharp priorities, and consistent delivery.
• People management – experience leading, motivating, and growing teams.
• Data‑driven mindset – ability to analyze usage data, behavioral patterns, and customer feedback to surface insights and guide decisions.
• Cross‑functional influence – ability to deliver results through teams and stakeholders without direct reporting lines.
• Comfort with ambiguity – confident decision‑making and direction‑setting even with incomplete information.
• Stakeholder communication – clarity, authority, and alignment across all levels of the organization.
• Think outside the box – genuine drive for innovation, experimentation, and creative problem‑solving.
• Invent & simplify – talent for cutting through complexity and designing adoption journeys that are clear, effective, and scalable.

Benefits

We offer a flexible, hybrid work environment with core hours, a short working week (Friday afternoons off), and a comprehensive welfare plan. Our organization values professional development, inclusion, and sustainability, providing continuous learning opportunities and a collaborative culture built on Agile principles.