Product Adoption Strategist – Digital, Scalable

• Identify underutilised product areas and translate adoption opportunities into automated, digital-first programs and behaviourally triggered journeys
• Own end-to-end adoption campaigns for a specific feature or market, including strategy, experiment design, implementation, and performance
• Design and implement customer journey architecture, including segmentation, trigger logic, channel orchestration, and entry/exit criteria
• Partner with Product, Product Marketing, Data, Education, Launch, and Account Management on cross-functional customer journeys
• Optimize digital collateral, including in-app guidance, nurture sequences, and interactive walkthroughs
• Configure and optimize Churn Zero, Fin, and Heap for tech-touch journeys
• Monitor campaign analytics, activation, feature stickiness, and channel effectiveness, and continuously improve performance
• Advocate for customers and surface behavioural insights informing product, content, and journey decisions
• Build relationships with customer-facing and product teams to create a consistent customer feedback loop
• Contribute to wider team objectives beyond the strict scope of the role

• 3–5 years of experience in Digital Customer Success, Growth or Customer Marketing, Product Enablement, or a similar function within a B2B SaaS company
• Experience using customer usage data to identify gaps and develop programmatic strategies that drive behaviour change
• Strong working knowledge of Digital Adoption Platforms and marketing automation tools such as Pendo, Walk Me, Intercom/Fin, Hub Spot, or Churn Zero
• Experience refining digital content into clear, engaging, bite-sized customer guidance for technical workflows
• Strategic mindset with ability to identify adoption gaps and design scalable responses
• Strong analytical thinking and comfort using data to guide prioritization and optimization
• Excellent collaboration skills across Product Marketing, content teams, and fellow program leads

Demonstrates expertise in Digital Customer Success and Growth within B2B SaaS, focusing on customer journey architecture, campaign optimization, and data-driven decision-making. Proficient in leveraging Digital Adoption Platforms and marketing automation tools to enhance customer engagement and drive behavior change.

• Digital Customer Success
• Digital Adoption Platforms
• Campaign Optimization
• Data-Driven Decision-Making
• Customer Journey Architecture

• Customer Journey Design
• Behavioral Trigger Logic
• Segmentation
• Experiment Design
• Performance Monitoring
• Programmatic Strategies
• Digital Content Refinement
• Analytics
• Optimization
• Technical Workflows

• Collaboration
• Analytical Thinking
• Strategic Mindset
• Relationship Building
• Customer Advocacy

• B2B SaaS
• Customer Marketing
• Product Enablement
• Digital First Programs
• Customer Feedback Loop

• Churn Zero
• Pendo
• Walk Me
• Intercom
• Hub Spot
• Heap