Global Adoption Team Manager

Job Requisition ID #

Position Overview

The Global Adoption Team Managerwill lead a global team of Customer Adoption Specialists focused on driving commercial adoption of Informed Design within strategically important accounts. This role is accountable for guiding customers from early engagement to sustained, scalable usage that delivers measurable business value.

This role requires an experienced people leader with a strong background in customer success and enterprise adoption. The successful candidate will be skilled at leading globally distributed teams, elevating performance through coaching and clarity, and partnering closely with cross-functional leaders to ensure coordinated execution.

Core Competencies

• Strategic thinking with operational rigor

• Global team leadership and talent development

• Enterprise stakeholder management

• Commercial acumen and value articulation

• Executive communication and storytelling

• Cross-functional collaboration and influence

Responsibilities

1. Global Team Leadership & Development

• 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 to ensure alignment and transparency

• Provide ongoing feedback, structured development plans, and targeted support to help team members strengthen their effectiveness and grow in their roles

• Foster a culture of accountability, collaboration, and continuous improvement

2. Strategic Account Adoption

• 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

• Drive transition from pilot or early engagement to repeatable, scaled commercial usage

3. Value Realization & Commercial Impact

• Develop frameworks to measure and communicate customer value realization

• Track and report adoption metrics, expansion signals, and customer health indicators

• Support account teams in identifying expansion opportunities and strengthening renewal positions

• Translate qualitative adoption progress into clearly articulated business outcomes

4. Customer Story Development & Executive Engagement

• Oversee identification, development, and refinement of high-impact customer stories resulting from Adoption efforts

• Ensure stories clearly articulate the customer challenge, implemented solution, measurable outcomes, and broader business transformation

• Collaborate with Marketing and Communications to adapt stories for external campaigns, events, and thought leadership initiatives

• Prepare executive-ready materials for Incubation Board presentations and other senior stakeholder forums

5. Cross-Functional Partnership & Operational Alignment

• Work closely with the Operations lead and other leadership colleagues to ensure alignment on priorities, resource allocation, and execution cadence

• Provide structured customer insights and adoption feedback to Product, Engineering, and Strategy teams

• Contribute to scalable processes and playbooks that support global growth of Informed Design

• Help establish best practices for enterprise adoption and value articulation across regions

Minimum Qualifications

• 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