Senior Adoption Programs Manager

Ironclad•San Francisco, CA

3d•Hybrid

About The Position

The Scaled Customer Experience team powers that mission by designing programs, intelligence systems, and self-service experiences that reach thousands of customers and measurably improve adoption, retention, and value realization. This role sits at the center of that engine. This is a hybrid role based out of our San Francisco or New York City office. Office attendance is required at least twice a week on Tuesdays and Thursdays for collaboration and connection. There may be additional in-office days for team or company events. About the Role: The Senior Adoption Programs Manager owns Ironclad's adoption strategy across lifecycle insights, scoring programs, automated journeys, Release Readiness, and cross-functional governance. You will turn product usage telemetry and customer behavior signals into scalable motions that accelerate adoption, surface risk earlier, and improve Customer Outcomes' ability to prioritize effectively. This is a highly cross-functional role requiring strong analytical skill, operational rigor, and the ability to influence Product, BI, PMM, Sales, CSM Leadership, CAE, and Customer Enablement. It is ideal for someone who can architect systems, simplify complexity, and translate insights into action at scale.

Requirements

5-7+ years of experience in Customer Success, Scaled Programs, Customer Insights, Product Operations, or similar roles in SaaS.
Strong analytical instincts and comfort synthesizing product telemetry, customer behavior data, and KPI frameworks.
Proven ability to design, launch, and optimize lifecycle programs at scale.
Exceptional communication and storytelling skills - able to influence across Product, GTM, and Customer Outcomes.
Experience writing customer-facing content (playbooks, emails, guides) with clarity and action-orientation.
Ability to lead complex cross-functional initiatives with consistency, structure, and accountability.

Nice To Haves

Experience with customer health scoring models, predictive analytics, or ML-powered insights.
Familiarity with contracting workflows, CLM, or enterprise SaaS adoption patterns.
Prior exposure to Gainsight, Catalyst, Pendo, or similar lifecycle automation tools.
Background in community, education, or scaled learning programs.

Responsibilities

Drive Adoption Intelligence & KPI Visibility Define and refine Ironclad's adoption KPI framework across core, advanced, and AI feature sets. Partner with BI and Product to ensure reliable access to all required telemetry for GA features, new launches, and AI workflows. Build monthly and quarterly insights packages that highlight adoption trends, friction points, and recommended strategies across segments. Produce quarterly Adoption Health reports and contribute to companywide scorecard visibility. Own and operate the Adoption Council, a quarterly forum aligning Product, PMM, CAE, and CO leadership on key insights, Tier 1 feature focus areas, and adoption strategies. Summarize product feedback as part of our Product Business Review process, translating adoption data into actionable insights for our product team that can inform roadmap decisions.
Own Automated Customer Journeys & Scaled Playbooks Design and optimize automated adoption journeys and risk-based playbooks across the entire post-sale lifecycle. Rewrite playbooks as part of the FY27 top-to-bottom journey redesign, ensuring earlier risk detection, streamlined guidance, and modernized content. Write customer-facing copy that is clear, directive, and aligned with key JTBD at each stage. Conduct quarterly effectiveness assessments and implement improvements tied to product releases and scoring updates. Ensure playbooks integrate with CSM workflows and escalate appropriately when human intervention is needed.
Lead Adoption Scoring Programs (Adoption Health, Renewal Outcome, Implementation Score) Own quarterly refresh cycles for Adoption Health Score and Renewal Outcome Score; partner with BI/CS Ops on testing, validation, and rollout. Support introduction and pilot of an Implementation Score to improve visibility into early customer health. Ensure scores surface clear, actionable prioritization for CSMs/CAEs and tie directly to renewal risk signals and opportunity identification.
Lead CO Release Readiness for High-Impact Features Serve as the Scaled CX owner for Release Readiness across ~6 major product releases annually. Partner with Product, BI, PMM, and Enablement to define telemetry requirements, evaluate 30/60/90 day adoption performance, and surface customer friction. Launch automated adoption playbooks aligned to each release and ensure new features are incorporated into scoring, journeys, and playbooks. Identify and coordinate customer communications or in-product changes needed to support adoption.
Measure the Impact of Scaled CX Programs Build and own a repeatable framework for measuring adoption lift attributable to training, certification, Accelerators, self-service content, and in-product guidance. Translate findings into prioritized roadmap recommendations for the Scaled CX organization.
Support Adoption Strategy for Emerging Products Partner with Product, Sales, and early customers to define MVP adoption motions for incubation products (e.g., Jurist). Ensure emerging product teams have the data, insights, and playbooks needed for successful customer onboarding and expansion.
Partner on Self-Service & In-Product Enablement Initiatives Collaborate with Documentation, Learning Experience, and Product to identify where AI-powered help, walkthroughs, or in-product guidance can reduce customer effort and accelerate adoption. Support telemetry and insights needed to measure and optimize these experiences.

Benefits

100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy-up plan options available
Market-leading leave policies, including gender-neutral parental leave and compassionate leave
Family forming support through Maven for you and your partner
Paid time off - take the time you need, when you need it
Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
Mental health support through Modern Health, including therapy, coaching, and digital tools
Pre-tax commuter benefits (US Employees)
401(k) plan with Fidelity with employer match (US Employees)
Regular team events to connect, recharge, and have fun
And most importantly: the opportunity to help build the company you want to work at