Customer Adoption Manager

We’re looking for an Adoption Manager to join our Launch team in London. As an Adoption Manager, you will be responsible for architecting and leading a high‑performing Adoption function that bridges the critical gap between Product Innovation and Customer Value. You will also be responsible for building a "Digital by Default, Human by Design" engagement model from the ground up, ensuring that customers across all segments maximize their utilization of the Lightspeed platform. You will transform "Feature Usage" into a strategic lever for Net Revenue Retention (NRR) and Customer Lifetime Value (LTV), orchestrating a team that blends scalable tech‑touch automation with targeted, high‑impact human intervention to accelerate adoption velocity and create defensive barriers against churn.

What you’ll be doing:

• Build and Architect the Function (The "0-to-1" Mandate)
• Design the Digital Infrastructure: Lead the construction of the "always‑on" digital adoption layer (Tech‑Touch) for all customer segments. Collaborate with Product and Marketing to design and implement in‑app guides, automated email journeys, and self‑serve logic that drive adoption without linear headcount growth.
• Operationalize the "Digital Maturity" Model: Develop and implement the segmentation logic that categorizes customers based on "Digital Maturity" rather than just Recurring Revenue. Configure systems to automatically route "Low Maturity" customers to high‑touch interventions and "High Maturity" customers to automated innovation paths.
• Establish Data Governance: Define the "White Space" analysis framework. Build the reports and dashboards required to identify under‑utilized features and measure the "Adoption Saturation Rate" across the portfolio.
• Drive Performance & Strategic Execution
• Manage the Hybrid Engagement Model: Lead a team of Adoption Specialists to execute a dynamic mix of digital campaigns and human‑led interventions. Balance resources between "Steady State" retention activities and "Surge State" new feature launches.
• Execute the "Hunter" Motion: Instill a proactive mindset within the team. Shift the focus from reactive support to proactive "Feature Expansion," training the team to pitch sticky features that deepen product entrenchment and generate "Adoption Qualified Leads" for the Account Management team.
• Monitor & Optimize Metrics: Own the accountability for key adoption metrics including Daily Active Users (DAU), Time‑to‑Adoption, and Digital Deflection Rate. Relentlessly analyze data to identify friction points and optimize the customer journey.
• Cross‑Functional Leadership & Alignment
• Define Operational Boundaries: Rigorously enforce the scope of the Adoption Team, ensuring clear handoffs with Launch (Technical Setup), Support (Break/Fix), and Account Management (Commercial). Act as the strategic diplomat to prevent scope creep.
• Be the "Voice of Adoption" to Product: Synthesize qualitative and quantitative feedback to influence the Product Roadmap. Partner with Product leadership to ensure future features are built with "adoptability" as a core requirement.
• Adoption Data Stewardship & System Integrity
• Beyond leading the team, act as the Guardian of Adoption Data. In a "Digital by Default" model, data accuracy is existential. Personally audit the quality of usage signals flowing between Product, CRM, and Digital Adoption Platforms. Ensure that a "Daily Active User" is defined consistently across the organization and that automated triggers fire based on accurate, real‑time reality. Occasionally dive into the raw data to spot anomalies that automated dashboards miss, ensuring the entire organization makes decisions based on truth, not just "vanity metrics."

What you need to bring:

• 5+ Years in SaaS Post‑Sales Leadership: Proven experience in Customer Success, Product Adoption, or Digital Account Management, specifically within a high‑growth SaaS environment.
• The "0-to-1" Builder Track Record: Demonstrated experience building a function or team from scratch. You have defined playbooks, selected tech stacks (e.g., Pendo, Gainsight, Totango), and established operational processes where none existed before.
• Hybrid Model Expertise: Experience managing a "Scale" or "Tech‑Touch" team combined with high‑touch engagement. You understand the mechanics of Digital Adoption Platforms and how to blend automation with human empathy.
• Data‑Driven Strategy: Strong fluency in SaaS unit economics (NRR, GRR, CAC). Experience using data analytics tools to segment customers and measure the impact of adoption initiatives on revenue.
• Cross‑Functional Collaboration: Proven ability to navigate complex organizational structures, aligning priorities across Product, Sales, and Support without direct authority.

What’s in it for you?

• Genuine career opportunities in a company that’s creating new jobs every day;
• Work in a team big enough for growth but lean enough to make a real impact;
• Exposure to modern and proven technology;
• Opportunity to learn and expand your skillset;
• Become a valued part of the diverse and inclusive Lightspeed family.

… and enjoy a range of benefits that’ll keep you happy, healthy, and (not) hungry:

• Lightspeed RSU program (we are all owners)
• Flexible paid time off policy
• Paid Leave Assistance for new Parents
• Health and wellness benefit of £400 per year;

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier‑free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of this selection process.

For a glimpse into our world check out our career page here. Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.