Customer Adoption Program Manager, Sedna

• This role requires senior judgement, strong analytical capability, and comfort operating in ambiguity while building durable systems
• Experience with tools such as Mixpanel, Holistics, Snowflake, Salesforce, or customer engagement tooling is strongly preferred
• Significant experience in Customer Success, Lifecycle Marketing, Growth, Operations, or Programme Management within a B2B SaaS environment
• Demonstrated experience designing segmentation, lifecycle journeys, or scaled customer programmes
• Strong analytical capability and comfort working directly with customer data
• Proven ability to make judgement calls in ambiguous, zero-to-one environments
• Strong cross-functional communication and influence skills

Desirable

• The Customer Adoption Program Manager is a senior individual contributor responsible for creating Sedna’s programmatic adoption operating model from scratch
• Rather than inheriting or maintaining an existing programme, this person defines how Sedna systematically supports customers at scale, determining:
• How customers are segmented
• Which signals matter at each lifecycle stage
• What action is taken when those signals appear
• How insights are operationalised across teams
• The role blends customer operations, lifecycle strategy, and data-driven decision-making, with a strong bias toward action and outcomes. This person is accountable not just for refining signals, but for ensuring those signals drive timely engagement, retention, and expansion outcomes
• Programme design & portfolio segmentation
• Design and continuously refine customer segmentation models based on:
• Lifecycle stage
• Product usage and behavioural patterns
• Commercial context (e.g. renewal proximity, expansion potential)
• Define clear engagement models for different customer cohorts
• Determine where proactive intervention is required vs. scaled or automated engagement
• Signal definition, prioritisation & action
• Identify and prioritise the customer signals that indicate:
• Adoption risk
• Growth or expansion opportunity
• Readiness for renewal or re-engagement
• Define decision frameworks that translate signals into specific actions, owners, and timelines
• Reduce organisational noise by focusing teams on the signals that materially impact outcomes
• Lifecycle orchestration & execution enablement
• Design programmes spanning:
• Onboarding and early value realisation
• Steady-state adoption
• Renewal readiness and expansion signalling
• Ensure programmes evolve as customers progress through the lifecycle
• Partner closely with Education and Support teams to ensure programmes are operationally executable
• Insight communication & cross-functional activation
• Own the communication and dissemination of portfolio insights across the business
• Translate data into clear, decision-grade narratives for leadership and functional teams
• Work closely with Adoption, Education, Product, Sales, RevOps, and Marketing to ensure insights result in aligned action
• Influence tooling, data models, and process changes required to support programmatic execution
• Measurement & optimisation
• Define success metrics for programmatic adoption initiatives
• Monitor performance and iterate programmes based on observed outcomes
• Provide leadership with clear visibility into portfolio health, risk concentration, and engagement effectiveness
• Data & Tooling Exposure
• This role will work hands-on with customer data including (but not limited to):
• Product usage and behavioural data
• Adoption milestones and time-to-value metrics
• Sentiment and engagement signals
• Renewal timing and commercial indicators
• Directional KPIs
• Programmatic adoption model designed, launched, and operationalised
• Earlier and more consistent identification of customer risk and opportunity
• Improved consistency of customer experience across the portfolio
• Measurable impact on:
• Time-to-value
• Retention and renewal readiness
• Cost-to-serve
• Clear evidence that customer insights are driving timely, coordinated action across teams
• The role reports to the Head of Customer Adoption and is an integral part of our Customer Operations team in London

• Screening
• Presentation prep
• Present + Hiring Manager interview
• Values and culture interview
• Offer