Customer Usage and Adoption Lead

Black Ore•New York, NY

About The Position

Black Ore is hiring its first Customer Adoption and Usage Lead to drive adoption, customer value, and renewals across firms using its Tax Autopilot product. The role owns adoption and usage across the customer base, develops scalable playbooks and programs, and helps turn customers into renewals, expansions, and references. It sits at the intersection of Product and go-to-market, partnering closely with Account Executives and Forward Deployed Accountants, and reports to the Head of Sales. The role involves building the adoption function from scratch, establishing usage targets and accountability, and helping firms change how they prepare tax returns. The successful candidate will design onboarding and training, monitor customer health and intervene early, support renewals and expansion, lead change management with firm stakeholders and staff, standardize customer-facing playbooks, and communicate adoption trends and blockers to Product and R&D.

Requirements

At least 6 years of experience in customer success, account management, implementation, or adoption roles at a B2B SaaS company.
At least 2 years leading a team or function.
A demonstrated track record of improving adoption, retention, or net revenue retention, supported by measurable results.
Experience building onboarding, enablement, and customer health programs.
Comfort building a function from scratch without an existing playbook.
Comfort owning measurable outcomes such as adoption, retention, or renewals.
Experience participating in renewal and expansion conversations alongside sales.
Ability to lead change with busy, skeptical end users during their most stressful season.
Ability to use usage data to prioritize work and communicate clearly to leadership.

Nice To Haves

Experience selling to or serving CPA, accounting, legal, or other professional services firms.
Background with vertical software or AI products where trust and accuracy drive adoption.
Experience with customer success platforms such as Gainsight, Vitally, or ChurnZero, and Salesforce or HubSpot.
Familiarity with how CPA firms operate during busy season.

Responsibilities

Set targets for the contracted return volume each firm processes through Black Ore and own progress against those targets.
Design the onboarding journey from contract signature through the processing of the first returns.
Develop training programs for preparers, reviewers, and firm leaders.
Build usage dashboards and account health scores, identify accounts falling behind, and intervene before they become renewal risks.
Partner with Account Executives on renewal strategy, identify expansion signals, and help develop referenceable customers.
Work with firm partners and managers to embed Tax Autopilot into workflows and address skeptical staff concerns.
Standardize customer kickoffs, adoption plans, business reviews, and escalation paths so Forward Deployed Accountants and the account team can use them at scale.
Share usage trends and customer blockers with Product so the roadmap reflects what drives adoption.
Own and be accountable for adoption, retention, or renewal outcomes.
Use usage data to prioritize work and communicate a clear story to leadership.