About The 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 Will Do:
Lead Post-Sales Handover: Manage the smooth transition from sales to customer success or growth teams, ensuring all customer details and expectations are clearly documented and communicated. Ensuring and driving sales support for post-MA adoption.
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.
Validate Sales Information: Review and validate sales forecasts, ensuring that the information passed along is accurate and aligned with the customer's needs.
Segmentation & Assignment: Confirm or adjust customer segmentation and ensure correct assignment to Customer Success Managers (CSMs).
Audit & Ensure Adoption: Regularly audit customer progress through the adoption process, ensuring they are engaged and progressing toward generating their first revenue.
Verify and validate key customer contacts upon which CSMs can continue to grow and expand on the network of contacts.
Handover to Customer Success & Growth Teams: Ensure smooth handover of accounts to the CSM, keeping meticulous records and notes in the account within Salesforce.
Customer Success Alignment: Collaborate closely with CSMs to align on customer goals and ensure a seamless handover that continues the momentum established during the adoption phase.
Customer Health Assessment: Document customer health, usage, and feedback, identifying and addressing potential adoption risks.
Key Metrics for Success:
Time to Adopt: Measure the time from the signed Master Agreement (MA) to when the customer first generates positive revenue.
Rate of Adoption: Track and analyze adoption rates, with a focus on how quickly customers move through the adoption process over time.
Segmentation Validation: Successfully validating and correctly segmenting all customers by engaging deeply to understand their needs and potential, as this plays a key role in the growth of the customer.
CSAT Post-Adoption: Work toward improving customer satisfaction post-adoption (baseline metrics to be established).
What We're Looking For:
Minimum Requirements:
- Proven experience in customer onboarding, adoption management, or customer success in a SaaS or tech environment.
- Excellent communication and presentation skills, with the ability to lead successfully customer demos and orientation sessions.
- Exceptional organizational skills with a focus on details and follow-up.
- Ability to work cross-functionally with sales, customer success, and CPMs to ensure seamless transitions and ongoing engagement.
- Analytical mindset, with the ability to review data, validate forecasts, and track key adoption metrics.
Preferred Requirements:
