VP Carrier Engagement & Adoption

Triumph Financial Services•Dallas, TX

12d

About The Position

The VP, Carrier Engagement & Adoption is responsible for maximizing carrier engagement, product adoption, retention, and monetization across the Triumph Carrier product portfolio. This leader will own the strategy and execution required to make existing carrier-facing digital products more frequently used, more deeply adopted, and more commercially valuable. The role sits at the intersection of Product, Marketing, Customer Service, Data Analytics, and Sales. Success requires a deep understanding of user behavior, growth mechanics, marketplace dynamics, and product-led growth principles. This leader will be accountable for increasing carrier activation, feature utilization, engagement frequency, product stickiness, and revenue per user while creating a seamless carrier journey from onboarding through long-term advocacy. The ideal candidate is equal parts growth strategist, product thinker, operator, and customer advocate with a proven track record of turning user engagement into measurable business results within a digital platform, marketplace, fintech, or B2B SaaS environment.

Requirements

10+ years of leadership experience in growth, product engagement, digital adoption, customer success, product-led growth, marketplace strategy, or related disciplines.
Proven success increasing adoption, retention, and monetization within a digital product, fintech platform, marketplace, or B2B SaaS environment.
Demonstrated ability to own growth funnels, improve conversion, and translate behavioral insights into product and commercial outcomes.
Experience leading cross-functional initiatives and influencing senior leaders across Product, Marketing, Sales, Operations, Analytics, and Finance.
Strong analytical orientation with experience using cohort analysis, experimentation frameworks, user segmentation, funnel analytics, and executive-level performance reporting.
Growth Mindset - Identifies scalable growth opportunities through customer behavior, experimentation, and data-driven decision-making.
Product-Led Thinking - Understands engagement loops, activation mechanics, habit formation, feature adoption, and workflow design.
Revenue Orientation - Connects product usage and lifecycle engagement directly to monetization, retention, product penetration, and customer lifetime value.
Strategic Execution - Translates strategy into practical programs, coordinated execution, robust measurement, and executive accountability.
Analytical Excellence - Uses user analytics, experimentation, cohort analysis, and funnel performance to guide action and resource allocation.
Customer Obsession - Maintains a relentless focus on carrier needs, product friction, and experiences that drive both customer success and business growth.

Nice To Haves

Growth Product Manager
B2B SaaS Growth Leader
Marketplace Growth Executive
Head of Product-Led Growth
VP of Customer Growth
Digital Adoption Executive

Responsibilities

Own growth funnel performance from acquisition handoff through onboarding, activation, repeat usage, retention, referral, and expansion.
Define funnel stages, conversion goals, drop-off points, and improvement opportunities across the carrier journey.
Partner with Product, Marketing, Sales, Customer Experience, and Analytics to align resources around measurable funnel outcomes.
Drive onboarding conversion and reduce time-to-value for new and existing carriers using Triumph digital products.
Identify friction in onboarding flows, communications, training, and product setup that prevents users from becoming active, engaged customers.
Build scalable activation playbooks that help carriers complete meaningful first actions and quickly understand the value of the platform.
Improve feature discovery and adoption across LoadPay and related carrier-facing digital products.
Partner with Product and Engineering to surface the right features at the right points in the user journey.
Use behavioral data, customer feedback, and usage analytics to prioritize adoption opportunities and influence product roadmap decisions.
Be an expert in our product and a resource to the team to best understand and ask questions about LoadPay.
Create habit-forming product experiences that increase recurring usage and strengthen product stickiness.
Design engagement loops that prompt carriers to return, complete high-value workflows, and expand usage over time.
Partner with Product to embed behavioral design principles into workflows, notifications, dashboards, insights, and marketplace interactions.
Run experimentation programs focused on activation, engagement, retention, monetization, and referral behavior.
Establish A/B testing, cohort analysis, journey optimization, and rapid learning practices across the carrier lifecycle.
Scale what works and sunset programs or tactics that do not produce measurable engagement or revenue impact.
Optimize communications and lifecycle marketing across onboarding, adoption, retention, reactivation, cross-sell, and referral journeys.
Partner with Marketing to create personalized, behavior-based campaigns that drive carriers toward high-value actions.
Ensure messaging is timely, relevant, operationally accurate, and tied to measurable business outcomes.
Develop and execute strategies that convert engagement into measurable revenue growth.
Increase revenue per active carrier through deeper product utilization, marketplace participation, expanded service adoption, and increased wallet share.
Identify engagement patterns that correlate with revenue growth and use those insights to design monetization programs.
Partner with Sales, Product, Strategy, and Finance teams to evaluate pricing, packaging, incentives, promotions, referral economics, and expansion opportunities.
Ensure engagement initiatives are measured not only by activity, but by contribution to revenue, product penetration, customer lifetime value, and profitability.
Build feedback loops that capture carrier needs, product friction, and adoption barriers.
Serve as the executive advocate for carrier engagement and adoption across Product, Operations, Marketing, Customer Experience, Sales, and Strategy.
Create regular executive reporting on engagement performance, funnel health, experimentation learnings, and monetization outcomes.