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About the Role
Build the adoption program that doesn't exist yet. Wrangle several hundred accounts into a real coverage model instead of chaos. Coach a team of seven by making AI your secret weapon. You are not maintaining a machine, you are building one.
Responsibilities
- Go all-in on AI. Build live dashboards, automate the busywork, and stand up new processes using Claude and other AI tools.
- Own onboarding from contract signed to customer usage.
- Own adoption across a customer base in the hundreds.
- Build the coverage model to ensure priority accounts are managed.
- Coach a team of 7 through call reviews and direct observation.
- Design and implement a tiering framework for account reassignment.
- Partner with design/delivery teams to manage customer-facing work.
- Act as the adoption oracle, feeding account health signals to executives and Account Executives before renewal conversations.
- Automate manual, repetitive team processes using AI.
- Ensure every account has an owner, a tier, and an adoption plan.
- Prevent priority accounts from going dark for more than 60 days.
- Establish realistic and met onboarding timelines.
- Coach the team on calls, leading to visible skill improvement.
- Provide SAEs with real usage data for renewal conversations.
Requirements
- Led a CS team of 4-10 in a similarly sized and staged company.
- Built an onboarding or adoption program from scratch.
- Coaches off call recordings and direct observation, not just dashboard metrics.
- Worked cross-functionally with design or delivery teams.
- Willing to be hands-on and lead directly.
- Comfortable with ambiguity and creating processes where none exist.
Skills
- AI tools (e.g., Claude)
- Building adoption programs
- Customer onboarding
- Customer adoption strategies
- Coverage model development
- Team coaching
- Call review
- Tiering framework design
- Cross-functional collaboration
- Data analysis
- Process automation
Location
- Remote
Work Type
- Full-time
Experience Level
- Mid-level
- Senior-level
About the Company
- Our clients are the biggest brands in the world, pro sports teams, major venues, live entertainment giants, Fortune 500 household names.
- We are an AI-forward company.