Tech Stack

Description

You'll architect and lead a high-performing Adoption function bridging product innovation and customer value. Build a digital-by-default engagement model, transform feature usage into a strategic lever for retention, and lead a team blending tech-touch automation with targeted human intervention.

Requirements

• 5+ years in SaaS post-sales leadership (Customer Success, Product Adoption, Digital Account Management)
• Proven 0-to-1 builder track record defining playbooks and selecting tech stacks (Pendo, Gainsight, Totango)
• Experience managing scale/tech-touch team combined with high-touch engagement
• Data governance and metrics ownership skills
• Strong cross-functional leadership and strategic execution abilities

Responsibilities

• Design digital adoption infrastructure (in-app guides, automated email journeys, self-serve logic)
• Develop segmentation logic based on digital maturity implementing hybrid engagement model
• Lead Adoption Specialists executing proactive feature expansion and generating Adoption Qualified Leads
• Own adoption metrics: DAU, Time-to-Adoption, Digital Deflection Rate
• Define operational boundaries and act as Voice of Adoption to Product team