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About the role
- Senior Adoption Programs Manager driving customer adoption strategies for AI contracting platform. Leading cross-functional initiatives to enhance adoption, retention, and product utilization.
Responsibilities
- Define and refine Ironclad’s adoption KPI framework across core, advanced, and AI feature sets.
- Partner with BI and Product to ensure reliable access to all required telemetry for GA features, new launches, and AI workflows.
- Build monthly and quarterly insights packages that highlight adoption trends, friction points, and recommended strategies across segments.
- Produce quarterly Adoption Health reports and contribute to companywide scorecard visibility.
- Own and operate the Adoption Council, a quarterly forum aligning Product, PMM, CAE, and CO leadership on key insights, Tier 1 feature focus areas, and adoption strategies.
- Summarize product feedback as part of our Product Business Review process, translating adoption data into actionable insights for our product team that can inform roadmap decisions.
- Design and optimize automated adoption journeys and risk-based playbooks across the entire post-sale lifecycle.
- Rewrite playbooks as part of the FY27 top-to-bottom journey redesign, ensuring earlier risk detection, streamlined guidance, and modernized content.
- Write customer-facing copy that is clear, directive, and aligned with key JTBD at each stage.
- Conduct quarterly effectiveness assessments and implement improvements tied to product releases and scoring updates.
- Ensure playbooks integrate with CSM workflows and escalate appropriately when human intervention is needed.
- Own quarterly refresh cycles for Adoption Health Score and Renewal Outcome Score; partner with BI/CS Ops on testing, validation, and rollout.
- Support introduction and pilot of an Implementation Score to improve visibility into early customer health.
- Ensure scores surface clear, actionable prioritization for CSMs/CAEs and tie directly to renewal risk signals and opportunity identification.
- Serve as the Scaled CX owner for Release Readiness across ~6 major product releases annually.
- Partner with Product, BI, PMM, and Enablement to define telemetry requirements, evaluate 30/60/90 day adoption performance, and surface customer friction.
- Launch automated adoption playbooks aligned to each release and ensure new features are incorporated into scoring, journeys, and playbooks.
- Identify and coordinate customer communications or in-product changes needed to support adoption.
- Build and own a repeatable framework for measuring adoption lift attributable to training, certification, Accelerators, self-service content, and in-product guidance.
- Partner with Product, Sales, and early customers to define MVP adoption motions for incubation products (e.g., Jurist).
- Ensure emerging product teams have the data, insights, and playbooks needed for successful customer onboarding and expansion.
- Collaborate with Documentation, Learning Experience, and Product to identify where AI-powered help, walkthroughs, or in-product guidance can reduce customer effort and accelerate adoption.
Requirements
- 5–7+ years of experience in Customer Success, Scaled Programs, Customer Insights, Product Operations, or similar roles in SaaS.
- Strong analytical instincts and comfort synthesizing product telemetry, customer behavior data, and KPI frameworks.
- Proven ability to design, launch, and optimize lifecycle programs at scale.
- Exceptional communication and storytelling skills - able to influence across Product, GTM, and Customer Outcomes.
- Experience writing customer-facing content (playbooks, emails, guides) with clarity and action-orientation.
- Ability to lead complex cross-functional initiatives with consistency, structure, and accountability.
Benefits
- 100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy-up plan options available
- Market-leading leave policies, including gender-neutral parental leave and compassionate leave
- Family forming support through Maven for you and your partner
- Paid time off - take the time you need, when you need it
- Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
- Mental health support through Modern Health, including therapy, coaching, and digital tools
- Pre-tax commuter benefits (US Employees)
- 401(k) plan with Fidelity with employer match (US Employees)
- Regular team events to connect, recharge, and have fun
- And most importantly: the opportunity to help build the company you want to work at
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