Responsibilities
The Customer Success Adoption team is looking for a highly driven and collaborative Product Adoption Specialist to lead research and strategy for Platform Adoption
This is a high-impact, cross-functional role that blends rigorous research, data analysis, and program execution
You will act as the bridge between product innovation and customer realization. You won't just track adoption; you will investigate why customers struggle, identify the "Adoption Paths" that lead to healthy operations, and codify those insights into scalable programs
You will synthesize insights into strategic recommendations that influence Product, Customer Success, and the Digital teams, helping us move from "high-touch" intervention to "high-scale" digital guidance
Sample Projects You'll Lead:
Evolve Platform "Adoption Paths": Analyze usage patterns across our most successful customers to identify the specific feature combinations that drive high retention and agent productivity. (e.g. Security, Infrastructure, etc.)
Friction Analysis & Resolution:

Lead deep-dive research into stalled implementations to categorize common "failure modes" and then design programmatic interventions to solve them at scale
Release-Based Adoption Strategy: 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
Digital Strategy Partnership: Partner with our Digital Success teams to translate your research into automated guidance, providing the subject matter expertise needed to digitize our success methodology
Drive Roadmap Adoption: 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
Scale Success: Move our adoption strategy from relying solely on CSMs to utilizing data-backed recommendations that inform our digital channels and scaled programs
Operationalize Value: Create th

Product Adoption Strategy Manager

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