Senior Adoption Programs Manager, Ironclad

• 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
• 5–7+ years of experience in Customer Success, Scaled Programs, Customer Insights, Product Operations, or similar roles in SaaS
• Strong analytical instincts and comfort synthesizing product telemetry, customer behavior data, and KPI frameworks
• Proven ability to design, launch, and optimize lifecycle programs at scale
• Exceptional communication and storytelling skills - able to influence across Product, GTM, and Customer Outcomes
• Experience writing customer-facing content (playbooks, emails, guides) with clarity and action-orientation
• Ability to lead complex cross-functional initiatives with consistency, structure, and accountability

Desirable

• 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
• 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
• 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
• 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
• 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
• Serve as the Scaled CX owner for Release Readiness across ~6 major product releases annually
• Partner with Product, BI, PMM, and Enablement to define telemetry requirements, evaluate 30/60/90 day adoption performance, and surface customer friction
• Launch automated adoption playbooks aligned to each release and ensure new features are incorporated into scoring, journeys, and playbooks
• Identify and coordinate customer communications or in-product changes needed to support adoption
• Build and own a repeatable framework for measuring adoption lift attributable to training, certification, Accelerators, self-service content, and in-product guidance
• Translate findings into prioritized roadmap recommendations for the Scaled CX organization
• Partner with Product, Sales, and early customers to define MVP adoption motions for incubation products (e.g., Jurist)
• Ensure emerging product teams have the data, insights, and playbooks needed for successful customer onboarding and expansion
• Collaborate with Documentation, Learning Experience, and Product to identify where AI-powered help, walkthroughs, or in-product guidance can reduce customer effort and accelerate adoption
• Support telemetry and insights needed to measure and optimize these experiences