Adoption Manager

The Role
The Adoption Manager is responsible for leading the end-to-end customer onboarding, activation and adoption experience, ensuring customers and users realize value as quickly and consistently as possible throughout the lifecycle. The role defines the global adoption, training and enablement strategy, operating model, processes and success measures, including differentiated high-touch, one-to-many and automated journeys aligned to customer tier, product complexity, user needs and adoption risk. Working closely with Sales, Customer Success, Client Services, Order Operations, Product, Marketing and Technology, the role owns adoption outcomes and adoption-related risk interventions, jointly supports activation and retention, and influences renewal and expansion outcomes while commercial ownership remains with the appropriate teams. The Adoption Manager will transform and scale the function through standardized processes, automation, AI, connected customer data and continuous improvement.
Principal Accountabilities
Strategic Leadership
Own and execute the global customer adoption, onboarding, training and enablement strategy, aligned with Fastmarkets’ commercial objectives, customer outcomes and growth priorities.
Design, govern and continuously optimize differentiated customer journeys based on account tier and value, product and delivery complexity, user profile, digital maturity, usage and customer-health indicators, balancing high-touch, one-to-many and automated engagement.
Redesign and scale the adoption operating model, standardizing global processes, governance, handoffs and escalation paths while building business cases for tooling, capacity and investment.
Partner closely with Product, Marketing, Sales, Customer Success, Client Services, Order Operations and Technology to deliver a seamless lifecycle from contract signature through activation, adoption and ongoing value realization, with clear ownership boundaries between teams.
Operational Excellence
Lead, coach and develop a globally distributed team, fostering consistent standards, strong performance, accountability and career progression.
Establish global adoption processes, controls, governance, handoffs and service standards while enabling regional flexibility for local market, language and regulatory requirements.
Drive automation, AI-enabled workflows and operational efficiency to create scalable customer training and enablement, including digital learning, guides, videos, webinars and other internal and external self-service resources.
Define business requirements for connected lifecycle data and workflows across CRM, customer-health, marketing automation, scheduling, product-usage and reporting platforms, working with system owners to improve data quality and visibility.
Use operational data, customer feedback and market insight to improve adoption performance and provide structured feedback to Product, Commercial and service teams.
Customer Impact & Adoption
Own the customer adoption experience and coordinate with accountable operational and technical teams to ensure timely, accurate setup, including platform access, user provisioning, entitlement management and data integrations.
Oversee adoption and training programs for new and existing users and accounts, driving activation, product confidence, milestone completion and fuller utilization of subscriptions throughout the lifecycle.
Identify adoption-led expansion signals through usage insights, training interactions and customer feedback, and route qualified opportunities to the appropriate commercial owner.
Own adoption-related risk identification and intervention, using usage, customer-health indicators, customer feedback and proven practices to address risks through targeted engagement and contribute to the wider retention strategy.
Ensure engagement models account for customer value, number and type of users, product complexity, support needs and available health or RAG indicators.
Performance, Analytics & Continuous Improvement
Define, track and report key measures including contract-to-access time, access-to-first-value time, adoption-milestone completion, training participation, usage breadth and depth against entitlement, customer effort and satisfaction.
Measure adoption-risk identification and recovery, automation and self-service rates by customer tier, and the function’s influence on first-year retention and renewal outcomes.
Analyze demand, journey performance and customer segmentation to optimize team capacity, skills mix, engagement model and regional coverage in line with commercial growth.
Leverage AI and advanced analytics to personalize journeys, predict adoption risk, prioritize interventions and improve customer outcomes.
Partner with Change and Operational Excellence teams to embed adoption measures into enterprise commercial and performance dashboards and lead adoption of improved processes across stakeholder groups.
KEY INTERFACES
Head of Client Services
Client Services Team
Customer Success Team
Revenue Operations Team
Sales Team
Finance, Product and Marketing Team
IT and CRM Teams
We recruit talented, dynamic people with diverse backgrounds and experiences, all united by a belief in our mission to provide the world’s leading and most trusted price reporting, events, and intelligence service for the markets we serve. We’re proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace, where everyone feels able to participate and contribute meaningfully.
If you are open-minded, curious, resilient, solutions-oriented and committed to promoting equality, then read on.
KNOWLEDGE, EXPERIENCE AND SKILLS
We are looking for an individual who is highly motivated, driven, and have a passion to be part of a fast-paced, successful team. Being a strong team player is also important as well as someone who is happy to work flexibly.
Proven senior leadership experience in global onboarding, adoption or customer success functions within a B2B SaaS, subscription, data or information-services business serving enterprise or professional customers.
Demonstrated experience transforming an established function, redesigning operating models, standardizing global processes and leading organizational change rather than only managing business-as-usual delivery.
Strong customer-centric and commercial judgment, with an understanding of recurring-revenue economics and the ways adoption quality influences retention, renewal, expansion and long-term value.
Highly data-driven and analytically minded, able to interpret usage, adoption, customer-health and lifecycle metrics to prioritize interventions and drive continuous improvement.
Demonstrated success leveraging automation, tooling and AI to improve efficiency, scalability, consistency and customer experience.
Strong people leadership and coaching capability, with experience leading geographically distributed, multi-cultural teams and building high-performing managers and specialists.
Excellent matrix leadership, communication and stakeholder-management skills, with the ability to influence senior stakeholders and align Sales, Customer Success, Product, Technology and Operations without direct authority.
Experience supporting complex enterprise customers, including multi-product subscriptions, multiple user groups, data delivery, implementations or integrations.
TECHNICAL SKILLS
Data & Adoption Analytics: Advanced Excel and BI capability, such as Power BI or Tableau to assess journey effectiveness, customer health, product adoption and lifecycle performance.
CRM & Customer Platforms: Advanced use of Salesforce, customer-success, marketing-automation and scheduling platforms to manage workflows, segmentation, reporting and customer health at scale.
Enterprise Data Delivery & Integrations: Working understanding of B2B data delivery models, including APIs, Excel add-ins, secure file delivery, alerts and automated feeds.
Identity, Access & Entitlements: Experience with enterprise onboarding involving user provisioning, role-based access and entitlement management, including coordination with accountable system and operational owners.
Automation & AI Enablement: Proven ability to translate customer and operational requirements into scalable automated and AI-enabled journeys.
Systems, Data Governance & Operational Tooling: Ability to define business requirements and data-quality standards across connected platforms, with proficiency in ticketing, project and documentation tools and strong awareness of data security, privacy and compliance requirements.
If you're excited about the role but your experience, skills or qualifications don't perfectly align, we encourage you to apply anyway.

Employment type
Full-time

Work arrangement
Hybrid