Product Adoption Manager

AJAIA•Fort Lauderdale, FL

About The Position

The Customer Experience & Product Success Lead is responsible for ensuring that customers successfully adopt and use Ethos Intelligence products. This role owns the full customer support and onboarding experience prior to engineering escalation, ensuring that teachers, school leaders, and district technology teams receive timely assistance and clear guidance. You will own the customer journey after the sale, ensuring schools, teachers, administrators, and district technology teams successfully adopt and use Ethos Intelligence's SaaS products. The role combines customer success, product support, onboarding, documentation, and product feedback, serving as the primary point of contact for customers before issues are escalated to engineering. This is a proactive role focused on helping customers succeed. The right candidate will develop deep familiarity with the product, serve as a trusted resource for users, and actively contribute to improving the platform through structured feedback and insight. You will represent the voice of the customer to the product and engineering teams.

Requirements

Bachelor's degree or equivalent experience
3–6 years of experience in one or more of the following areas: Customer success or customer support in a SaaS environment, Product support or technical customer care, EdTech platform support or implementation
Strong written communication skills with the ability to clearly explain software functionality to non-technical users
Demonstrated ability to troubleshoot product issues and guide users through solutions
Experience using SaaS platforms and help desk tools
Strong organizational skills and ability to manage multiple customer issues simultaneously
Customer-first mindset and commitment to high-quality user experiences

Nice To Haves

Experience supporting EdTech or K-12 education technology platforms.
Familiarity with AI tools or generative AI applications.
Experience working with ticketing platforms such as Zendesk, Intercom, Help Scout, or similar tools
Familiarity with prompt design, API integrations, or SaaS troubleshooting workflows
Experience creating help center documentation or knowledge bases

Responsibilities

Own the full customer support and onboarding experience prior to engineering escalation.
Ensure timely assistance and clear guidance for teachers, school leaders, and district technology teams.
Own the customer journey after the sale, ensuring successful adoption and use of Ethos Intelligence's SaaS products.
Combine customer success, product support, onboarding, documentation, and product feedback.
Serve as the primary point of contact for customers before issues are escalated to engineering.
Develop deep familiarity with the product.
Serve as a trusted resource for users.
Actively contribute to improving the platform through structured feedback and insight.
Represent the voice of the customer to the product and engineering teams.
Reproduce bugs and clearly document technical issues.