Hybrid Senior Adoption Programs Manager

at Ironclad

• Job title: Senior Adoption Programs Manager
• Job type: Full Time
• Experience level: Senior
• Salary: $130,000 - $150,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, San Francisco, United States

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