Senior Customer Transformation & Adoption Manager

Medius

2d•Remote

About The Position

Medius is seeking a Senior Customer Transformation & Adoption Manager to support the successful adoption, communication, and operationalization of new capabilities, enhancements, and strategic initiatives across the customer lifecycle. This role sits within the CXO Operations & Strategy team and serves as a critical bridge between Product, Professional Services, Customer Success, Support, Education & Enablement, and customers. As Medius accelerates delivery through AI-enabled development and new ways of working, this role ensures the organization can absorb, communicate, enable, and realize value from what is delivered. The role is responsible for creating and managing the closed-loop process between customer feedback, product delivery, internal readiness, customer communication, and adoption. The person will work in close partnership with the Senior Customer Program Manager to ensure strategic initiatives move beyond execution and into adoption, operational readiness, and measurable customer value. While the Senior Customer Program Manager owns governance, execution tracking, and program delivery, this role ensures customers and internal teams are prepared to successfully absorb, adopt, and realize value from what is delivered. This role will report to the VP, Medius Operations.

Requirements

Experience leading organizational change management, business transformation, customer transformation, or adoption initiatives within a SaaS or technology environment.
Demonstrated experience developing and executing enterprise change management strategies for complex, cross-functional initiatives.
Experience designing stakeholder engagement, communication, training, and adoption plans that drive measurable business outcomes.
Proven ability to influence leaders and cross-functional teams without direct authority.
Strong executive communication and presentation skills, including facilitating workshops with senior leadership and customers.
Experience measuring change adoption through KPIs, business outcomes, and value realization metrics.
Strong analytical and problem-solving skills with the ability to translate data into actionable recommendations.
Ability to manage multiple concurrent initiatives in a fast-paced, evolving environment.

Nice To Haves

Prosci®, ACMP, or other recognized change management certification preferred.
Experience in a SaaS or technology company.
Exposure to automation, workflow optimization, or AI-enabled tools.

Responsibilities

Develop and manage processes to communicate newly delivered features, enhancements, fixes, and capabilities to customers.
Ensure customers are informed when requested functionality or strategic enhancements become available.
Partner with Customer Success teams to drive awareness, adoption, and value realization.
Develop customer-facing communications, release summaries, adoption campaigns, and value messaging.
Track customer adoption and engagement following key releases and initiatives.
Ensure Professional Services, Support, Customer Success, and Sales teams are prepared to support newly released capabilities.
Coordinate readiness activities across internal teams prior to major releases and enhancements.
Partner with Education & Enablement to create scalable training materials, implementation guidance, and best practices.
Establish repeatable processes that allow internal teams to keep pace with increased delivery velocity.
Maintain visibility into readiness gaps and drive corrective actions when needed.
Create and manage a closed-loop process connecting customer requests, product delivery, and customer communication.
Partner closely with the Enterprise & Key Accounts Liaison to ensure strategic customer requests are tracked through delivery and adoption.
Maintain visibility into delivered customer requests and resulting business outcomes.
Ensure customers receive follow-up communication when requested functionality is delivered.
Develop frameworks to measure adoption, utilization, and value realization of newly delivered capabilities.
Monitor adoption trends and identify areas requiring additional customer engagement or enablement.
Analyze customer feedback, support trends, and usage data to identify barriers to success.
Partner closely with the Transformation Program Manager to align communication, readiness, adoption, and value realization activities with overall program objectives and timelines.
Ensure customer and organizational readiness plans are integrated into transformation program plans and governance processes.
Provide adoption, readiness, and customer impact updates as part of recurring program reviews and executive reporting.
Support organizational readiness for AI-enabled products, capabilities, and workflows.
Identify opportunities to leverage AI for release communication, knowledge management, enablement, and adoption tracking.
Help establish frameworks that allow Medius to successfully absorb increased delivery volume driven by AI-assisted development.