Tech Stack

Description

Lead and build a customer adoption function from the ground up, designing digital engagement models and managing a hybrid team to drive product utilization and retention. You'll bridge product innovation and customer value by combining scalable automation with targeted human interventions.

Requirements

• 5+ years in SaaS post-sales leadership (Customer Success, Product Adoption, or Digital Account Management)
• Proven track record building a function or team from scratch, defining playbooks and selecting tech stacks (e.g., Pendo, Gainsight, Totango)
• Hybrid model expertise managing both scale/tech-touch and high-touch engagement
• Experience with data governance and designing adoption dashboards
• Ability to enforce team scope and drive cross-functional alignment

Responsibilities

• Design and build the digital adoption infrastructure (in-app guides, automated email journeys, self-serve logic)
• Develop customer segmentation logic based on digital maturity and route customers to appropriate engagement paths
• Manage a hybrid engagement model blending digital campaigns with high-touch interventions
• Shift team focus from reactive support to proactive feature expansion and generate adoption qualified leads
• Own key adoption metrics (DAU, time-to-adoption, digital deflection rate) and optimize customer journey