Customer Adoption Manager

About Us Our leading SaaS-based Global Employment Platform™ enables clients to expand into over 180 countries quickly and efficiently, without the complexities of establishing local entities. At G-P, we’re dedicated to breaking down barriers to global business and creating opportunities for everyone, everywhere. Our diverse, remote-first teams are essential to our success. We empower our Dream Team members with flexibility and resources, fostering an environment where innovation thrives and every contribution is valued and celebrated. The work you do here will positively impact lives around the world. We stand by our promise: Opportunity Made Possible. In addition to competitive compensation and benefits, we invite you to join us in expanding your skills and helping to reshape the future of work. At G-P, we assist organizations in building exceptional global teams in days, not months—streamlining the hiring, onboarding, and management process to unlock growth potential for all. About The Position: As a Customer Adoption Manager , you will play a critical role in the post-sales customer journey, ensuring a smooth transition and successful onboarding for all new customers. You will be responsible for guiding customers through their initial adoption phase, including demoing the platform, leading orientation calls, and validating key details from the sales handover. The goal is to ensure customers are engaged, properly segmented, and generating revenue quickly, while delivering a first-class onboarding experience. This role is pivotal in driving customer satisfaction and long-term success. What You Will Do: Lead Post-Sales Handover: Manage the smooth transition from sales to customer success or growth teams, ensuring all customer details and expectations are clearly documented and communicated. Ensuring and driving sales support for post-MA adoption. Platform Demos & Orientation Calls: Conduct comprehensive demos and lead customer orientation calls to ensure a strong first-time user experience, focusing on their critical initial use cases and hires and collecting valuable information such as integrations the customer is using (or intends to use) and making necessary internal updates and introductions. Validate Sales Information: Review and validate sales forecasts, ensuring that the information passed along is accurate and aligned with the customer’s needs. Segmentation & Assignment: Confirm or adjust customer segmentation and ensure correct assignment to Customer Success Managers (CSMs). Audit & Ensure Adoption: Regularly audit customer progress through the adoption process, ensuring they are engaged and progressing toward generating their first revenue. Verify and validate key customer contacts upon which CSMs can continue to grow and expand on the network of contacts. Handover to Customer Success & Growth Teams: Ensure smooth handover of accounts to the CSM, keeping meticulous records and notes in the account within Salesforce. Customer Success Alignment: Collaborate closely with CSMs to align on customer goals and ensure a seamless handover that continues the momentum established during the adoption phase. Customer Health Assessment : Document customer health, usage, and feedback, identifying and addressing potential adoption risks. Key Metrics for Success: Time to Adopt: Measure the time from the signed Master Agreement (MA) to when the customer first generates positive revenue. Rate of Adoption: Track and analyze adoption rates, with a focus on how quickly customers move through the adoption process over time. Segmentation Validation: Successfully validating and correctly segmenting all customers by engaging deeply to understand their needs and potential, as this plays a key role in the growth of the customer. CSAT Post-Adoption: Work toward improving customer satisfaction post-adoption (baseline metrics to be established). What We're Looking For: Minimum Requirements: Proven experience in customer onboarding, adoption management, or customer success in a SaaS or tech environment. Excellent communication and presentation skills, with the ability to lead successfully customer demos and orientation sessions. Exceptional organizational skills with a focus on details and follow-up. Ability to work cross-functionally with sales, customer success, and CPMs to ensure seamless transitions and ongoing engagement. Analytical mindset, with the ability to review data, validate forecasts, and track key adoption metrics. Preferred Requirements: Multilingual Capabilities: Fluency in a second European language (German , Dutch , French or Spanish) Actual compensation for this position may vary and will depend on multiple factors such as relevant qualifications, experience, education, and geographic location. For Full-Time Regular Employees, this position is also eligible for additional compensation as follows: Sales Roles: This position is eligible for a commission structure in addition to base salary. Non-Sales Roles: This position is eligible for an annual bonus which is paid dependent on various factors, including and without limitation, individual and company performance in addition to base salary. Benefits G-P values its employees and offers excellent benefits and perks including generous paid parental leave, flexible time off, spending accounts, medical insurance, dental insurance, vision insurance, sabbatical after 5 years and more. Individuals residing, or applying to work, in the United States: California or Philadelphia , Pennsylvania, please review the following additional information: G-P will consider qualified applicants with arrest or conviction records in accordance with the California Fair Chance Act, Los Angeles City Fair Chance Act Ordinance, Los Angeles County Fair Chance Act Ordinance, and San Francisco Fair Chance Act Ordinance. Los Angeles applicants can review additional information regarding the Los Angeles City Fair Chance Act here: Fair Chance Initiative for Hiring Ordinance , and Philadelphia applicants can review information pertaining to Philadelphia’s Fair Criminal Record Screening Standards Ordinance here: Fair Chance Poster . Any consideration of a candidate’s background check with arrest or conviction records will include an individualized assessment based on the factors required by applicable law, including the candidate’s specific record and the duties and requirements of the specific job. G-P. Global Made Possible. G-P is a proud Equal Opportunity Employer, and we are committed to building and maintaining a diverse, equitable and inclusive culture that celebrates authenticity. We prohibit discrimination and harassment against employees or applicants on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other legally protected status. G-P also is committed to providing reasonable accommodations to individuals with disabilities. Individuals with disabilities are encouraged to apply for these positions. If you need an accommodation due to a disability during the interview process, please contact us at [email protected].