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For Companies At a Glance
- Tasks: Create and implement a customer adoption programme from scratch, driving engagement and retention.
- Company: Join Sedna, a leader in revolutionising global trade with innovative AI technology.
- Benefits: Dynamic work environment, opportunities for innovation, and a focus on sustainability.
- Why this job: Make a real impact in the maritime industry while shaping customer experiences.
- Qualifications: Experience in Customer Success or Programme Management within a B2B SaaS environment.
- Other info: Collaborative culture that values diversity, continuous learning, and innovative ideas.
The predicted salary is between 36000 - 60000 £ per year.
Overview
About Sedna: Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. We are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade.
Location: London
Role Overview
The Customer Adoption Program Manager is a senior individual contributor responsible for creating Sedna’s programmatic adoption operating model from scratch. Rather than inheriting or maintaining an existing programme, this person defines how Sedna systematically supports customers at scale, determining:
- How customers are segmented
- Which signals matter at each lifecycle stage
- What action is taken when those signals appear
- How insights are operationalised across teams
The role blends customer operations, lifecycle strategy, and data-driven decision-making, with a strong bias toward action and outcomes. This person is accountable not just for refining signals, but for ensuring those signals drive timely engagement, retention, and expansion outcomes. This role requires senior judgement, strong analytical capability, and comfort operating in ambiguity while building durable systems.
Key Responsibilities
- Programme design & portfolio segmentation
- Design and continuously refine customer segmentation models based on:
- Lifecycle stage
- Product usage and behavioural patterns
- Commercial context (e.g. renewal proximity, expansion potential)
- Define clear engagement models for different customer cohorts
- Determine where proactive intervention is required vs. scaled or automated engagement
- Identify and prioritise the customer signals that indicate:
- Adoption risk
- Growth or expansion opportunity
- Readiness for renewal or re-engagement
- Design programmes spanning:
- Onboarding and early value realisation
- Steady-state adoption
- Renewal readiness and expansion signalling
- Own the communication and dissemination of portfolio insights across the business
- Translate data into clear, decision-grade narratives for leadership and functional teams
- Work closely with Adoption, Education, Product, Sales, RevOps, and Marketing to ensure insights result in aligned action
- Influence tooling, data models, and process changes required to support programmatic execution
- Define success metrics for programmatic adoption initiatives
- Monitor performance and iterate programmes based on observed outcomes
- Provide leadership with clear visibility into portfolio health, risk concentration, and engagement effectiveness
Data & Tooling Exposure
This role will work hands-on with customer data including (but not limited to):
- Product usage and behavioural data
- Adoption milestones and time-to-value metrics
- Sentiment and engagement signals
- Renewal timing and commercial indicators
Experience with tools such as Mixpanel, Holistics, Snowflake, Salesforce, or customer engagement tooling is strongly preferred.
Qualifications
Required
- Significant experience in Customer Success, Lifecycle Marketing, Growth, Operations, or Programme Management within a B2B SaaS environment
- Demonstrated experience designing segmentation, lifecycle journeys, or scaled customer programmes
- Strong analytical capability and comfort working directly with customer data
- Proven ability to make judgement calls in ambiguous, zero-to-one environments
- Strong cross-functional communication and influence skills
Preferred
- Experience in roles that combine customer strategy and execution
- Exposure to renewal management, expansion signalling, or commercial lifecycle ownership
- Background in complex or enterprise operating environments
Directional KPIs
- Programmatic adoption model designed, launched, and operationalised
- Earlier and more consistent identification of customer risk and opportunity
- Improved consistency of customer experience across the portfolio
- Measurable impact on:
- Time-to-value
- Retention and renewal readiness
- Cost-to-serve
- Clear evidence that customer insights are driving timely, coordinated action across teams
Our values
Finally, culture is important to us, so we also look for candidates who share our values:
- Stay ahead, stay agile
- We don’t just adapt—we anticipate change and act with confidence.
- Curiosity, data, and customer insights help us stay ahead of the curve.
- We embrace challenges as opportunities and remain resilient under pressure.
- By staying open to new ideas and ways of working, we lead the future.
- Execute with focus
- We turn strategy into action, delivering measurable results that matter.
- Every initiative counts—discipline and ownership drive business impact.
- We make smart decisions with speed, balancing pace and precision.
- Clear priorities keep us focused on what moves the needle.
- Work together, win together
- Collaboration is our superpower—we succeed as one team, internally and with customers.
- We co-create solutions, seek feedback, and build the future of the OS together.
- Strong relationships are built on trust, respect, and shared goals.
- By aligning across teams and with customers, we unlock greater impact.
Why Join Sedna?
- Be part of a dynamic team driving innovation in the maritime industry
- Join a culture of innovation and openness where your ideas can make a real impact
- Work with technology that's transforming the maritime industry
- Contribute to solutions that drive both profitability and sustainability in shipping
The role reports to the Head of Customer Adoption and is an integral part of our Customer Operations team in London. Sedna is committed to maintaining a progressive, innovative workplace where every team member can thrive. We value diversity, sustainability, and continuous learning as we work together to shape the future of maritime technology.
Customer Adoption Program Manager employer: Sedna
Contact Detail:
Sedna Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Adoption Program Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by researching Sedna and its mission. Understand their values and how your skills align with their goals. This will not only help you answer questions but also show that you’re genuinely interested in being part of their journey.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience in customer success and data-driven decision-making makes you the perfect fit for the Customer Adoption Program Manager role. Keep it concise and impactful—think of it as your personal brand statement.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to remind them why you’re the right choice for the team.
We think you need these skills to ace Customer Adoption Program Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the specific skills and experiences that match the Customer Adoption Program Manager role. Highlight your analytical capabilities and any relevant experience in customer success or lifecycle marketing.
Showcase Your Achievements: Don’t just list your responsibilities; share your accomplishments! Use metrics and examples to demonstrate how you've made a measurable impact in previous roles, especially in areas like customer engagement and programme management.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon unless it's relevant to the role. This will help us quickly see how you fit into our team and culture.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our innovative team!
How to prepare for a job interview at Sedna
✨Know Your Customer Signals
Before the interview, dive deep into understanding customer signals that matter in the lifecycle stages. Be ready to discuss how you would identify and prioritise these signals, as well as the actions you would take based on them. This shows your analytical capability and readiness to drive outcomes.
✨Demonstrate Programme Design Skills
Prepare examples of how you've designed customer programmes or segmentation models in the past. Highlight your experience in creating clear engagement models for different customer cohorts. This will showcase your ability to build systems from scratch, which is crucial for this role.
✨Showcase Cross-Functional Collaboration
Think of instances where you've worked closely with various teams like Sales, Marketing, or Product. Be ready to explain how you communicated insights and activated cross-functional actions. This will demonstrate your collaborative spirit and ability to influence others, aligning perfectly with Sedna's values.
✨Be Ready for Ambiguity
Since the role involves operating in ambiguous environments, prepare to discuss how you've navigated uncertainty in previous positions. Share specific examples of judgement calls you've made and how they led to successful outcomes. This will highlight your comfort in zero-to-one situations and your strategic mindset.
