Customer Adoption Manager

Summary

Join G-P as a Customer Adoption Manager and play a critical role in ensuring a smooth post-sales customer journey. You will guide new customers through the initial adoption phase, including demos, orientation calls, and validating sales handover details. Responsibilities include strategic collaboration with sales, information gathering, platform demos, segmentation, progress audits, contact verification, handover to customer success teams, and customer health assessments. Success is measured by time to adopt, adoption rate, segmentation validation, and post-adoption CSAT. This role is crucial for driving customer satisfaction and long-term success, contributing to G-P's mission of enabling global business expansion.

Requirements

• Proven experience in customer onboarding, adoption management, or customer success in a SaaS or tech environment
• Assertive communicator, able to tactfully yet firmly influence cross-functional teams and customers, ensuring alignment and accountability in meeting adoption goals
• Exceptional organizational skills with a focus on details and follow-up; ability to present to a wide range of stakeholders
• Good understanding of both start-up and corporate sales cycles
• High levels of curiosity, good use of business acumen and tactical discovery to uncover the unforeseen
• 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

Responsibilities

• 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
• Take ownership of obtaining comprehensive customer information, including pain points, strategic objectives, and key milestones
• This requires assertively driving alignment across internal stakeholders
• 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
• 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
• 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
• 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
• 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
• 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
• 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

Benefits

Competitive compensation and benefits