Lead - Product Adoption (US Shift)
Freshworks · Chennai · onsite · Posted 62d ago
Undisclosed4–9 yrsfulltimeSourced from
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About this role
Job Description
Lead a team of Adoption Specialists within our Adoption Advisory team - driving product adoption, increasing customer value, and reducing churn across Freshworks scaled and digital customer segments.
About the Role
As Lead, Product Adoption, you will manage a team of Adoption Specialists focused on driving measurable adoption and retention outcomes for Freshworks scaled and digital customer base. You are accountable for the strategy, execution, and results of a portfolio of adoption programs - from onboarding acceleration to feature enablement to churn intervention. You will partner with Customer Success leaders and Adoption Program Managers to make our scaled customer motion work at Freshworks 75,000+ customer scale.
What Youll Lead
Adoption Strategy Execution
- Own the Adoption Advisory team s roadmap and execution across the scaled and digital customer segments
- Support adoption campaigns and programs - compelling webinars, Adoption Accelerator offerings, feature adoption plays, and health-based interventions
- Maintain a reporting cadence for adoption performance, and be accountable for results
- Partner with Product on release adoption plays that drive uptake of new features and capabilities
Team Leadership
- Manage, coach, and develop a team of Adoption Specialists - owning hiring, performance, and career development
- Set team priorities and delivery standards; remove blockers and ensure focus on the highest-impact work
- Be the primary point of escalation between the Adoption team and cross-functional partners
Churn Reduction
- Partner with our Customer Success team to identify at-risk customers in the scaled segment and design proactive interventions
- Own the design and iteration of churn reduction plays targeted at digital and scaled customers
- Partner with Operations to track and report on churn impact of adoption programs - retention lift, save rate, and NRR contribution
How Success is Measured
- Product adoption rates across scaled and digital customer cohorts and customers your team advises (feature-level and portfolio-level)
- Churn rate reduction attributed to adoption programs
- Onboarding time-to-value for scaled and digital customers
- Team performance: Adoption Specialist goal attainment and engagement Qualifications
- 4+ years in customer success, customer adoption, or lifecycle marketing - B2B SaaS required
- 2+ years managing a team of adoption, CS, or lifecycle specialists
- Proven track record supporting adoption programs for scaled or digital customer segments
- Strong analytical instincts - comfortable defining KPIs, tracking progress against goals, and iterating based on data
- Cross-functional partner - able to work effectively with Product, Marketing, CS, and Operations
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
AdvisoryCareer developmentFocusSAASmanagementb2b marketinganalyticalProduct Marketing
About Freshworks
Freshworks
Software Product
4.3k+
employees
2010
16 years old
San Mateo,California
United States
About
Cloud-based customer support helpdesk software for businesses
Industries
Software ProductInternetIT Services & Consulting
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818 reviews
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Culture
3.3
Career growth
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Work-life
3.5
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