Customer Adoption Manager
2 days ago
About this Position
As a Customer Adoption Manager, you will play a critical role in the post-sales customer journey, ensuring a smooth transition and successful onboarding for all new customers. You will be responsible for guiding customers through their initial adoption phase, including demoing the platform, leading orientation calls, and validating key details from the sales handover. The goal is to ensure customers are engaged, properly segmented, and generating revenue quickly, while delivering a first-class onboarding experience. This role is pivotal in driving customer satisfaction and long-term success.
What you'll do:
1. Strategic Collaboration with Sales: Manage the smooth transition between Sales and Customer Success, ensuring a seamless and efficient handoff. Act as a trusted partner to Sales, proactively clarifying and validating key customer details, including segmentation and onboarding requirements. Proactively address gaps in information and exhibit the confidence to challenge assumptions and advocate for what’s best for the customer and G-P’s success.
2. Validation and Information Gathering: Take ownership of obtaining comprehensive customer information, including pain points, strategic objectives, and key milestones. This requires assertively driving alignment across internal stakeholders.
3. Platform Demos & Orientation Calls: Conduct comprehensive demos and lead customer orientation calls to ensure a strong first-time user experience, focusing on their critical initial use cases and hires and collecting valuable information such as integrations the customer is using (or intends to use) and making necessary internal updates and introductions.
4. Segmentation & Assignment: Conduct a thorough tactical discovery process to validate or adjust customer segmentation, ensuring alignment internally and with customer potential. Leverage critical thinking and data to adjust customer segmentation, as needed.
5. Audit & Ensure Adoption: Conduct regular, proactive audits of customer progress through the adoption process. Utilize critical thinking and data to identify engagement gaps or bottlenecks, taking assertive action to drive customers toward generating their first revenue.
6. Verify and validate key customer contacts: Strategically assess and validate the contacts provided, while identifying high-value stakeholders, including decision-makers and influencers, who are essential for future growth and expansion.
7. Handover to Customer Success & Growth Teams: Own the transition of the new customer to the CSM maintaining meticulous records and documentation in Salesforce, ensuring every detail of the adoption journey is accurately captured.
8. Customer Success Alignment: Foster deep collaboration with CSMs to ensure alignment on customer goals and objectives. Uncover customer-specific insights and maintain momentum established during the adoption phase. Actively engage in strategic discussions, ensuring handover plans are customer-centric and aligned with both short-term and long-term goals.
9. Customer Health Assessment: Evaluate and document customer health by identifying early indicators of adoption risks and possible growth considerations. Apply critical thinking and develop actionable strategies for mitigating risks and enhancing customer engagement. Serve as the first line of defense for addressing adoption challenges and ensuring customers remain on track for success.
Key Metrics for Success:
1. Time to Adopt: Drive measurable reductions in the time between the signed Master Agreement (MA) and the customer generating their first positive revenue.
2. Rate of Adoption: Analyze adoption rates with a focus on identifying patterns and trends across customer segments. Leverage data insights to refine strategies, address potential delays, and ensure customers progress through the adoption process. Collaborate internally to align on optimization opportunities.
3. Segmentation Validation: Ensure every customer is accurately segmented by engaging internally and externally on their needs, goals and potential. This critical analysis directly impacts the company’s ability to provide tailored support and drive long-term growth.
4. CSAT-Post-Adoption: Work toward improving customer satisfaction post-adoption (baseline metrics to be established).
What we're looking for:
1. Proven experience in customer onboarding, adoption management, or customer success in a SaaS or tech environment.
2. Assertive communicator, able to tactfully yet firmly influence cross-functional teams and customers, ensuring alignment and accountability in meeting adoption goals.
3. Exceptional organizational skills with a focus on details and follow-up; ability to present to wide-range of stakeholders.
4. Good understanding of both start-up and corporate sales cycles.
5. High levels of curiosity, good use of business acumen and tactical discovery to uncover the unforeseen.
6. Ability to work cross-functionally with sales, customer success, and CPMs to ensure seamless transitions and ongoing engagement.
7. Analytical mindset, with the ability to review data, validate forecasts, and track key adoption metrics.
We will consider for employment all qualified applicants who meet the inherent requirements for the position. Please note that background checks are required, and this may include criminal record checks.
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