Product Adoption Specialist - Platform

Role Description

The Customer Success Adoption team is looking for a highly driven and collaborative Product Adoption Specialist to lead research and strategy for Platform Adoption. This high-impact, cross‑functional role blends rigorous research, data analysis, and program execution. The role acts as a bridge between product innovation and customer realization. It involves tracking adoption, investigating why customers struggle, identifying Adoption Paths that lead to healthy operations, and codifying these insights into scalable programs.

The specialist synthesizes insights into strategic recommendations that influence Product, Customer Success, and Digital teams, helping move from high‑touch intervention to high‑scale digital guidance.

• Evolve Platform "Adoption Paths":
  Analyze usage patterns across our most successful customers to identify the specific feature combinations that drive high retention and agent productivity (e.g., Security, Infrastructure, etc.).
• Friction Analysis & Resolution:
  Lead deep‑dose research into stalled implementations to categorize common failure modes and then design programmatic interventions to solve them at scale.
• Release‑Based Adoption Strategy:
  Proactively analyze Platform roadmaps to identify high‑value opportunities and create the strategy for how we encourage customers to adopt new innovation immediately upon release.
• Digital Strategy Partnership:
  Partner with our Digital Success teams to translate your research into automated guidance, providing the subject‑matter expertise needed to digitize our success methodology.

• Drive Roadmap Adoption:
  Ensure that as new Platform features drop, we have a clear plan for how to drive their usage so we can keep customers on the cutting edge of the platform.
• Scale Success:
  Move our adoption strategy from relying solely on CSMs to utilizing data‑backed recommendations that inform our digital channels and scaled programs.
• Operationalize Value:
  Create the frameworks that allow customers to measure not just usage (e.g., "we set up the console") but outcomes (e.g., "we reduced case resolution time by 20%").
• Empower the Field:
  Equip our field teams with the data‑backed playbooks and narratives they need to drive healthy adoption conversations with Platform leaders.

• 8+ years in Management Consulting, Strategy, or Customer Success roles, ideally with a focus on B2B Service/Support operations.
• Strategic Problem Solving:
  Proven ability to generate strategic insights that drive measurable business outcomes, moving beyond data reporting to actionable recommendations.
• Platform Operations Fluency:
  Familiarity with the metrics that matter to Platform leaders.
• Adoption Architect:
  Experience taking a complex technical product and breaking it down into a step‑by‑step maturity model or success methodology.
• Data‑Driven Mindset:
  Strong analytical skills with the ability to identify trends, build frameworks, and guide decisions through data (SQL/Tableau proficiency is a plus).
• Curiosity & Empathy: A strong desire to "learn the struggle" and interview frustrated admins/business users to get to the root cause of adoption blockers.

• MBA or advanced degree in business, analytics, or related field.
• Experience with Platform and familiarity with impacts to Sales/Service clouds.
• Proficiency in data visualization tools (e.g., Tableau, CRM Analytics).
• Passion for innovation and the future of customer success.

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Any employee or potential employee will be assessed on the basis of merit, competence and qualifications — without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability,…