Lead, coach, and develop a global team of Customer Adoption Specialists across multiple regions and time zones
Establish clear performance expectations aligned to adoption, commercial expansion, and customer value realization
Collaborate with the Operations Manager to implement consistent operating rhythms, KPIs, and reporting frameworks
Provide ongoing feedback, structured development plans, and targeted support to help team members strengthen their effectiveness and grow in their roles
Define and execute adoption strategies for key, strategically important accounts
Partner closely with Sales, Product, Industry Strategy, and Operations to align adoption plans with commercial objectives and operational readiness
Ensure customers achieve defined business outcomes tied to Informed Design capabilities
Guide the team in navigating complex enterprise environments, including executive sponsors and cross-functional stakeholders
Develop frameworks to measure and communicate customer value realization
Track and report adoption metrics, expansion signals, and customer health indicators
Collaborate with Marketing and Communications to adapt stories for external campaigns, events, and thought leadership initiatives
Work closely with the Operations lead and other leadership colleagues to ensure alignment.

10+ years of experience in Customer Success, Customer Adoption, or Enterprise Account Management within SaaS or technology environments
5+ years of experience leading global or distributed teams
Demonstrated success driving measurable product adoption and customer value realization in strategic accounts
Experience coaching and developing team members across varying levels of performance and experience
Strong executive presence with the ability to communicate effectively at senior leadership levels
Proven ability to operate in evolving or incubation-stage environments and bring structure and clarity where needed.

Global Adoption Team Manager

Key skills