Customer Adoption Program Manager in London

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. 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, and commercial context (e.g. renewal proximity, expansion potential). Define clear engagement models for different customer cohorts and determine where proactive intervention is required vs. scaled or automated engagement.
• Signal definition, prioritisation & action: Identify and prioritise the customer signals that indicate adoption risk, growth or expansion opportunity, and readiness for renewal or re-engagement. Define decision frameworks that translate signals into specific actions, owners, and timelines. Reduce organisational noise by focusing teams on the signals that materially impact outcomes.
• Lifecycle orchestration & execution enablement: Design programmes spanning onboarding and early value realisation, steady-state adoption, and renewal readiness and expansion signalling. Ensure programmes evolve as customers progress through the lifecycle. Partner closely with Education and Support teams to ensure programmes are operationally executable.
• Insight communication & cross-functional activation: 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.
• Measurement & optimisation: 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, and 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, and 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.