Customer Adoption Manager

TL;DR

Customer Adoption Manager (FP&A SaaS): Supporting ongoing health, adoption, and value realization of clients by building relationships and driving effective adoption activities with an accent on financial planning and analysis use cases. Focus on monitoring KPIs like NRR and utilization scores, resolving adoption challenges, and partnering cross-functionally to optimize platform usage and prevent churn.

Location: United Kingdom - Remote (flexible: full-time in London office, hybrid, or fully remote)

Salary: £53,125 - £71,875 / year

Company

Global SaaS provider of FP&A solutions integrated with Excel, headquartered in Toronto, trusted by 1,800+ organizations.

What you will do

• Drive product usage and help customers realize business outcomes through adoption plans and health playbook strategies.
• Monitor customer health KPIs including NRR/GRR, utilization, and adoption scores to identify trends and improvements.
• Manage multiple customer health plans, execute activation and value realization activities using internal tools.
• Resolve adoption challenges by guiding on best practices for reporting, planning, budgeting, and cross-functional collaboration.
• Partner with Training, Sales, Product, Account Management, and Marketing to support initiatives and mitigate churn risks.
• Act as customer advocate to influence product roadmaps and provide education via trainings, webinars, and workshops.
• Travel as needed for client events and site visits.

Requirements

• 3+ years in Customer Success, Adoption, Technical Account Management, or similar customer-facing SaaS role
• Experience with post-implementation adoption, customer health programs; FP&A/Accounting preferred
• Proven track record managing customer portfolios with high-quality service
• Strong organizational, time management, prioritization, and problem-solving skills
• Technical aptitude to grasp and explain complex concepts
• Experience with CRM/Customer Success platforms like Salesforce, Gainsight

Nice to have

• Change management or organizational adoption experience
• Familiarity with user adoption best practices and frameworks
• CSM certification
• FP&A, CPM, or financial planning domain knowledge

Culture & Benefits

• Competitive compensation with stock options, retirement savings, and 401k matching.
• Professional development subsidies, learning programs, and career growth support.
• Health & wellness: dental plans, EAP, Headspace subscription, wellness sessions.
• Generous time off for vacation, parental leave, volunteering, and personal time.
• Flexible work culture supporting remote, hybrid, or office based on role and location.
• AI-powered innovation encouraged at all levels for workflows and insights.