Senior Adoption Programs Manager

Ironclad is the leading AI contracting platform that transforms agreements into assets. Contracts move faster, insights surface instantly, and agents push work forward, all with you in control. Whether you’re buying or selling, Ironclad unifies the entire process on one intelligent platform, providing leaders with the visibility they need to stay one step ahead. That’s why the world’s most transformative organizations, from OpenAI to the World Health Organization and the Associated Press, trust Ironclad to accelerate their business.

We’re consistently recognized as a leader in the industry: a Leader in the Forrester Wave and Gartner Magic Quadrant for Contract Lifecycle Management, a Fortune Great Place to Work, and one of Fast Company’s Most Innovative Workplaces. Ironclad has also been named to Forbes’ AI 50 and Business Insider’s list of Companies to Bet Your Career On. We’re backed by leading investors including Accel, Y Combinator, Sequoia, BOND, and Franklin Templeton. For more information, visit www.ironcladapp.com or follow us on LinkedIn.

The Scaled Customer Experience team powers that mission by designing programs, intelligence systems, and self-service experiences that reach thousands of customers and measurably improve adoption, retention, and value realization.

This role sits at the center of that engine.

This is a hybrid role based out of our San Francisco or New York City office. Office attendance is required at least twice a week on Tuesdays and Thursdays for collaboration and connection. There may be additional in-office days for team or company events.

About the Role:

The Senior Adoption Programs Manager owns Ironclad’s adoption strategy across lifecycle insights, scoring programs, automated journeys, Release Readiness, and cross-functional governance. You will turn product usage telemetry and customer behavior signals into scalable motions that accelerate adoption, surface risk earlier, and improve Customer Outcomes’ ability to prioritize effectively.

This is a highly cross-functional role requiring strong analytical skill, operational rigor, and the ability to influence Product, BI, PMM, Sales, CSM Leadership, CAE, and Customer Enablement. It is ideal for someone who can architect systems, simplify complexity, and translate insights into action at scale.

What You’ll Do:

Drive Adoption Intelligence & KPI Visibility

• Define and refine Ironclad’s adoption KPI framework across core, advanced, and AI feature sets.

• Partner with BI and Product to ensure reliable access to all required telemetry for GA features, new launches, and AI workflows.

• Build monthly and quarterly insights packages that highlight adoption trends, friction points, and recommended strategies across segments.

• Produce quarterly Adoption Health reports and contribute to companywide scorecard visibility.

• Own and operate the Adoption Council, a quarterly forum aligning Product, PMM, CAE, and CO leadership on key insights, Tier 1 feature focus areas, and adoption strategies.

• Summarize product feedback as part of our Product Business Review process, translating adoption data into actionable insights for our product team that can inform roadmap decisions.

Own Automated Customer Journeys & Scaled Playbooks

• Design and optimize automated adoption journeys and risk-based playbooks across the entire post-sale lifecycle.

• Rewrite playbooks as part of the FY27 top-to-bottom journey redesign, ensuring earlier risk detection, streamlined guidance, and modernized content.

• Write customer-facing copy that is clear, directive, and aligned with key JTBD at each stage.

• Conduct quarterly effectiveness assessments and implement improvements tied to product releases and scoring updates.

• Ensure playbooks integrate with CSM workflows and escalate appropriately when human intervention is needed.

Lead Adoption Scoring Programs (Adoption Health, Renewal Outcome, Implementation Score)

• Own quarterly refresh cycles for Adoption Health Score and Renewal Outcome Score; partner with BI/CS Ops on testing, validation, and rollout.

• Support introduction and pilot of an Implementation Score to improve visibility into early customer health.

• Ensure scores surface clear, actionable prioritization for CSMs/CAEs and tie directly to renewal risk signals and opportunity identification.

Lead CO Release Readiness for High-Impact Features