Senior Customer Transformation & Adoption Manager

About the role

Medius is seeking a Senior Customer Transformation & Adoption Manager to support the successful adoption, communication, and operationalization of new capabilities, enhancements, and strategic initiatives across the customer lifecycle.

This role sits within the CXO Operations & Strategy team and serves as a critical bridge between Product, Professional Services, Customer Success, Support, Education & Enablement, and customers.

Responsibilities

• Develop and manage processes to communicate newly delivered features, enhancements, fixes, and capabilities to customers.
• Ensure customers are informed when requested functionality or strategic enhancements become available.
• Partner with Customer Success teams to drive awareness, adoption, and value realization.
• Create customer-facing communications, release summaries, adoption campaigns, and value messaging.
• Track customer adoption and engagement following key releases and initiatives.
• Operational Readiness & Enablement
• Ensure Professional Services, Support, Customer Success, and Sales teams are prepared to support newly released capabilities.
• Coordinate readiness activities across internal teams prior to major releases and enhancements.
• Partner with Education & Enablement to create scalable training materials, implementation guidance, and best practices.
• Maintain visibility into readiness gaps and drive corrective actions when needed.
• Customer Feedback & Delivery Loop
• Create and manage a closed-loop process connecting customer requests, product delivery, and customer communication.
• Partner closely with the Enterprise & Key Accounts Liaison to ensure strategic customer requests are tracked through delivery and adoption.
• Maintain visibility into delivered customer requests and resulting business outcomes.
• Ensure customers receive follow-up communication when requested functionality is delivered.
• Adoption & Business Impact Measurement
• Develop frameworks to measure adoption, utilization, and value realization of newly delivered capabilities.
• Monitor adoption trends and identify areas requiring additional customer engagement or enablement.
• Analyze customer feedback, support trends, and usage data to identify barriers to success.
• Cross-Functional Collaboration
• Partner closely with the Transformation Program Manager to align communication, readiness, adoption, and value realization activities with overall program objectives and timelines.
• Ensure customer and organizational readiness plans are integrated into transformation program plans and governance processes.
• Provide adoption, readiness, and customer impact updates as part of recurring program reviews and executive reporting.
• AI & Transformation Enablement
• Support organizational readiness for AI-enabled products, capabilities, and workflows.
• Identify opportunities to leverage AI for release communication, knowledge management, enablement, and adoption tracking.
• Help establish frameworks that allow Medius to successfully absorb increased delivery volume driven by AI-assisted development.

Qualifications

• Experience leading organizational change management, business transformation, customer transformation, or adoption initiatives within a SaaS or technology environment.
• Demonstrated experience developing and executing enterprise change management strategies for complex, cross-functional initiatives.
• Experience designing stakeholder engagement, communication, training, and adoption plans that drive measurable business outcomes.
• Proven ability to influence leaders and cross-functional teams without direct authority.
• Strong executive communication and presentation skills, including facilitating workshops with senior leadership and customers.
• Experience measuring change adoption through KPIs, business outcomes, and value realization metrics.
• Strong analytical and problem-solving skills with the ability to translate data into actionable recommendations.
• Ability to manage multiple concurrent initiatives in a fast-paced, evolving environment.
• Preferred Prosci®, ACMP, or other recognized change management certification preferred.
• Experience in a SaaS or technology company.
• Exposure to automation, workflow optimization, or AI-enabled tools.

Pay

The estimated base salary range for this role is $110k - $120k+ USD, which represents a good-faith estimate of the compensation for this position.

Actual compensation will be determined based on several factors, including but not limited to relevant skills, experience, qualifications, certifications, internal equity, and the geographic location in which the role is performed.

The total compensation package for this position may also include eligibility for variable compensation (such as a performance bonus or commission), benefits, and/or participation in other incentive or benefit plans, in accordance with the terms of the applicable plans.