Product Adoption Strategy, Manager (Platform)

About the role

The Customer Success Adoption team is looking for a highly driven and collaborative Product Adoption Specialist to lead research and strategy for Platform Adoption.

Responsibilities

• Analyze usage patterns across our most successful customers to identify the specific feature combinations that drive high retention and agent productivity.
• Lead deep-dive research into stalled implementations to categorize common "failure modes" and then design programmatic interventions to solve them at scale.
• Proactively analyze Platform roadmaps to identify high-value opportunities and create the strategy for how we encourage customers to adopt new innovation immediately upon release.
• Partner with our Digital Success teams to translate your research into automated guidance, providing the subject matter expertise needed to digitize our success methodology.
• Ensure that as new Platform features drop, we have a clear plan for how to drive their usage so we can keep customers on the cutting edge of the platform.
• Migrate our adoption strategy from relying solely on CSMs to utilizing data-backed recommendations that inform our digital channels and scaled programs.
• Create the frameworks that allow customers to measure not just usage (e.g., "we set up the console") but outcomes (e.g., "we reduced case resolution time by 20%").
• Equip our field teams with the data-backed playbooks and narratives they need to drive healthy adoption conversations with Platform leaders.

Requirements

• 8+ years in Management Consulting, Strategy, or Customer Success roles, ideally with a focus on B2B Service/Support operations.
• Proven ability to generate strategic insights that drive measurable business outcomes, moving beyond data reporting to actionable recommendations.
• Platform Operations Fluency: Familiarity with the metrics that matter to Platform leaders.
• Adoption Architect: Experience taking a complex technical product and breaking it down into a step-by-step maturity model or success methodology.
• Data-Driven Mindset: Strong analytical skills with the ability to identify trends, build frameworks, and guide decisions through data (SQL/Tableau proficiency is a plus).
• Curiosity & Empathy: A strong desire to "learn the struggle" and interview frustrated admins/business users to get to the root cause of adoption blockers.

Preferred Qualifications

• MBA or advanced degree in business, analytics, or related field.
• Experience with Platform and familiarity with impacts to Sales/Service clouds.
• Proficiency in data visualization tools (e.g., Tableau, CRM Analytics).
• Passion for innovation and the future of customer success.