Lead - Product Adoption (US Shift)

Lead a team of Adoption Specialists within our Adoption Advisory team - driving product adoption, increasing customer value, and reducing churn across Freshworks' scaled and digital customer segments.

Responsibilities

Own the Adoption Advisory team’s roadmap and execution across scaled and digital customer segments; Support adoption campaigns and programs including webinars, Adoption Accelerator offerings, feature adoption plays, and health-based interventions; Maintain a reporting cadence for adoption performance and be accountable for results; Partner with Product on release adoption plays; Manage, coach, and develop a team of Adoption Specialists; Partner with Customer Success to identify at-risk customers and design proactive interventions; Own design and iteration of churn reduction plays; Partner with Operations to track and report on churn impact

Requirements

4+ years in customer success, customer adoption, or lifecycle marketing - B2B SaaS required; 2+ years managing a team of adoption, CS, or lifecycle specialists; Proven track record supporting adoption programs for scaled or digital customer segments; Strong analytical instincts - comfortable defining KPIs, tracking progress against goals, and iterating based on data; Cross-functional partner - able to work effectively with Product, Marketing, CS, and Operations