Customer Adoption Manager
Own adoption strategy and outcomes for a small book of complex enterprise homebuilders, leading them through implementation, launch, and value realization. Drive executive alignment, change management, and cross-functional coordination to transform how customers operate.
About the job
What You'll Do
- Own adoption outcomes from post-sale alignment through launch, rollout, value realization, and long-term account health
- Lead executive conversations independently around business goals, adoption milestones, risks, tradeoffs, and value
- Guide customers beyond recreating legacy workflows toward new workflows, decision rights, and adoption behaviors required to realize value
- Orchestrate internal teams across Implementation, Solutions, Product, Engineering, Support, and Sales to keep outcomes moving
- Diagnose adoption risk early, align stakeholders, and restore momentum when programs stall
- Translate patterns in customer friction into structured product, implementation, and account intelligence
Requirements
- 5+ years in customer success, implementation leadership, enterprise account management, consulting, solutions, or program leadership with direct ownership of complex, high-value customers or transformation programs
- Strong executive communication skills and ability to independently influence senior customer stakeholders
- Excellent judgment in diagnosing customer risk, adoption friction, stakeholder misalignment, and organizational blockers
- Strong consultative and cross-functional leadership instincts — challenge customers respectfully when legacy assumptions limit value
- Comfort using data, customer health signals, and AI-enabled tools to understand account health and adoption progress
- Ability to synthesize project details into an accurate account narrative without owning every administrative detail
- Willingness to travel 25%, with occasional fluctuations during customer launch periods
Nice-to-Haves
- Experience in residential homebuilding, construction technology, AEC, manufacturing, ERP, or other operationally complex industries
Compensation & Benefits
- Competitive salaries with significant equity
- Comprehensive medical, dental, and vision coverage
- Unlimited PTO
- Meaningful maternity/paternity leave
- Short and long-term disability plans
- 401K
- Home office stipend
Skills
Customer Success, Enterprise Account Management, Executive Communication, Change Management, Cross-Functional Leadership, Stakeholder Management, Data Analysis, Program Management, Consultative Selling, Ai-Enabled Tools
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