Product Adoption Strategist (Digital & Scalable

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Are you actively looking for a new opportunity? Or just checking the market? Well... you might just be in the right place!

We're looking for a Product Adoption Strategist (Digital & Scalable focus) to join our Adoption team, which is part of our wider Launch and Customer organisation in EMEA. You will own the adoption strategy, hypotheses, experiments, and implementation for scalable, digital-first campaigns that increase feature penetration across the whole customer journey and drive deeper, stickier product usage for a specific feature or market.

• 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 per program (segmentation, trigger logic, channel orchestration, entry/exit criteria).

• Partner with Product, Product Marketing, Data, Education, Launch, and Account Management to create a cross-functional customer journey that aligns with product priorities, merchant needs, and operational realities.

• Optimize the digital collateral needed to support adoption programs, including in-app guidance, nurture sequences, and interactive walkthroughs.

• Own the configuration and optimization of Churn Zero, Fin, and Heap for tech-touch journeys, in collaboration with internal systems teams.

• Monitor campaign analytics, activation, feature stickiness, and channel effectiveness by segment and feature, then continuously improve performance.

• Advocate for customers across the wider organisation and surface behavioural insights that inform product, content, and journey decisions.

• Build deep relationships with both customer-facing and product teams to create a coherent, consistent feedback loop with our customers at the heart.

• Contribute as part of the wider team to achieve organisational objectives, even when that means doing things that aren't strictly within the scope of the role.

We're part of the Adoption team within the wider Launch and Customer organisation, reporting to the Manager of Adoption. Our team is responsible for the adoption strategy, hypotheses, experiments, and implementation for scalable, digital-first campaigns that increase feature penetration across the whole customer journey and drive deeper, stickier product usage.

We're looking for an intermediate candidate who has experience with the following:

• 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 that turns technical workflows into clear, engaging, bite-sized customer guidance.

• Strategic mindset with the ability to identify adoption gaps and design scalable responses.

• Strong analytical thinking and comfort using data to guide prioritization and optimization.

• Excellent collaboration skills, with the ability to work effectively across Product Marketing, content teams, and fellow program leads.

You'll enjoy:

• A flexible work environment that empowers you to do your best work

• A culture that celebrates performance

• The chance to make an impact in a team that's big enough for career growth, but lean enough to make your voice heard

• Career-defining opportunities

Plus benefits designed to keep you happy, healthy and fulfilled.

• Equity options, because this is your company too

• Contributions to your pension plan. Your future matters

• Training opportunities to grow your skills and career

• Health and wellness credit so you feel your best

• Time off to volunteer and give back to your community

• Interest groups, employee led networks, social committees to sponsored sports teams

• Enhanced…