Manager, Product Adoption

ConnectWise is an industry and Global leading software company dedicated to the success of technology solution providers. The Manager, Product Adoption leads a team responsible for driving successful product adoption and utilization across ConnectWise's partner ecosystem, focusing on team performance, process optimization, and adoption methodologies.

Responsibilities:

• Recruits, hires, onboards, and develops a team of 4-5 Product Adoption Specialists, providing ongoing coaching, performance management, and career development support
• Establishes clear performance expectations, monitors individual and team metrics, and conducts regular one-on-ones to drive accountability and professional growth
• Creates learning and development programs to build team expertise in product knowledge, change management methodologies, training delivery, and consultative engagement skills
• Manages workload distribution across the team, ensuring appropriate assignment of partner accounts based on complexity, specialist capacity, and development opportunities
• Designs and implements scalable product adoption frameworks, methodologies, and playbooks aligned with ConnectWise product portfolio and partner segmentation strategies
• Develops adoption success criteria, milestone definitions, and utilization benchmarks for each product line, ensuring consistency in partner graduation to Partner Success
• Creates and maintains adoption content library including training materials, enablement resources, best practice guides, and partner-facing documentation
• Establishes change management standards and toolkits to equip specialists with proven techniques for driving organizational adoption within partner businesses
• Defines and tracks key performance indicators including time-to-milestones, adoption completion rates, utilization attainment, partner satisfaction scores, and specialist productivity metrics
• Analyzes adoption trends, identifies at-risk cohorts, and implements data-driven interventions to improve completion rates and reduce time-to-adoption
• Delivers regular reporting to Partner Success leadership on team performance, adoption funnel health, resource utilization, and program effectiveness
• Conducts quality assurance reviews of partner engagements, providing feedback to specialists and identifying opportunities for process improvement
• Partners with Sales, Implementation, Technical Support, Product Management, and Partner Success teams to optimize partner handoffs and ensure seamless adoption experience
• Serves as escalation point for complex adoption challenges, partner dissatisfaction, or technical blockers requiring senior-level intervention or cross-functional coordination
• Collaborates with Product Management to provide feedback on adoption friction points, feature gaps, and product enhancement opportunities based on frontline team insights
• Works with Customer Success Operations to refine adoption workflows, technology stack, and automation strategies that improve team efficiency and partner experience
• Develops quarterly and annual adoption goals aligned with Partner Success objectives, revenue targets, and product launch priorities
• Identifies opportunities to automate, standardize, or scale adoption processes through technology enablement, digital engagement, or self-service resources
• Manages capacity planning and resource forecasting to ensure appropriate specialist-to-partner ratios as business scales
• Stays current on industry best practices in customer onboarding, digital adoption, and change management, integrating relevant innovations into ConnectWise programs

Requirements:

• Proven track record of building, developing, and leading high-performing customer-facing teams in fast-paced, metrics-driven environments
• Deep expertise in change management methodologies (ADKAR, Prosci, Kotter) with demonstrated ability to design and scale adoption programs across diverse customer segments
• Strong technical acumen with ability to understand complex software platforms and translate technical concepts into business value for both team members and customers
• Exceptional leadership and coaching skills with ability to inspire, develop, and hold team members accountable to high performance standards
• Data-driven decision-making capabilities with proficiency in analyzing adoption metrics, identifying trends, and implementing evidence-based improvements
• Excellent communication and presentation skills with ability to influence cross-functional stakeholders and present confidently to senior leadership
• Strategic thinking combined with operational excellence—able to balance big-picture program design with tactical execution and process refinement
• Experience with customer success platforms Gainsight, Salesforce and business intelligence tools Power BI
• Project management capabilities with ability to coordinate complex cross-functional initiatives and drive them to successful completion
• Demonstrated ability to thrive in ambiguous, evolving environments while maintaining focus on results and team morale
• Bachelor's degree in related field or equivalent business experience
• 2+ years of experience in customer success, onboarding, adoption, implementation, or related customer-facing roles within B2B SaaS, with at least 2 years in a people management capacity
• 2+ years of managerial experience
• Experience in the MSP industry, IT services sector, or with PSA, RMM, cybersecurity, or business management software strongly preferred