Customer Adoption Manager
This is a flexible position and has the option of working in our London office full time, hybrid throughout the week or working entirely remotely.
The Customer Adoption Manager focuses on supporting the ongoing health, adoption, and value realization of Vena’s clients by building strong customer relationships and driving effective adoption activities. Leveraging a strong understanding of the Vena platform, this role helps customers confidently maintain, modify, and expand their solutions to support evolving financial planning and analysis (FP&A) use cases.
This role supports customers, including early post-implementation adoption (30/60/90) and ongoing optimization for established customers.
The Customer Adoption Manager acts as an internal advocate for customers, partnering cross-functionally to address adoption challenges and improve overall customer satisfaction and product usage. By working closely with Account Managers, this role helps identify opportunities for improvement and potential risks to customer health, while supporting best-practice guidance to optimize platform utilization and long-term customer success.
How You'll Make an Impact
- Drive product usage and enable customers to effectively use their solution to realize intended business outcomes
- Collaborate with customers and internal teams to create and execute adoption plans aligned with Customer Health playbook strategies
- Own and monitor customer health, adoption and retention-related KPIs, including NRR/GRR, product utilization and adoption scores to identify trends and drive continuous improvement
- Manage multiple customer health plans using internal tools to ensure timely execution of activation, adoption, and value realization activities
- Identify and resolve adoption challenges by partnering cross-functionally and guiding customers on best practices for reporting, planning and budgeting to drive strong platform understanding and adoption
- Partner with Training, Sales, Product, Account Management, and Marketing teams to support customer-centric initiatives and identify customers at risk of churn or opportunities for growth
- Serve as a trusted customer advocate and advisor, representing customer needs internally to influence product roadmaps, features, market offerings, and events while also guiding customers on best practices for reporting, planning and budgeting to maximize the platform
- Coordinate with Technical Adoption Managers, Adoption Consultants, and Solution Architects to address configuration and performance-related challenges
- Provide ongoing customer education through training sessions, webinars, workshops, and enablement resources
- Support customers across different stages of adoption, including early post-implementation rollout and longer-term optimization
- Travel as needed to client events and site visits
We'd Love to See
- 3+ years of experience in Customer Success Management, Adoption Management, Technical Account Management, Professional Services, or a similar customer-facing role within a SaaS organization
- Experience supporting post-implementation customers, adoption initiatives, or customer health programs: Financial Planning & Analysis (FP&A) / Accounting experience preferred
- Experience managing a portfolio of customers with a strong track record of delivering high-quality customer service
- Strong organizational, time management, and prioritization skills, with the ability to manage multiple tasks and shifting priorities
- Ability to meet milestones and deadlines while remaining dependable and detail-oriented
- Comfortable working both independently in a self-managed environment and collaboratively as part of a team
- Demonstrated problem-solving skills, including the ability to identify gaps in process or execution and proactively suggest solutions
- Technical aptitude with the ability to quickly grasp complex concepts and explain them clearly to a variety of end users
- Experience using CRM and Customer Success platforms such as Salesforce, Gainsight, or similar technologies
- Experience supporting change management or organizational adoption initiatives
- Familiarity with industry best practices for user adoption and customer success frameworks
- Certification in Customer Success Management (CSM) or a related discipline
- FP&A, CPM, or financial planning domain knowledge