Customer Adoption Manager

🔒 Confidential Employer

Posted 23 April 2026

LOCATION

Remote

TYPE

Full-time

LEVEL

Mid-Senior level

SALARY

£71,875 / year

SKILLS

Customer Success Management Adoption Management SaaS Financial Planning & Analysis (FP&A) CRM Customer Service

FULL DESCRIPTION

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 [Employer hidden — view at passion-project.co.uk]’s clients by building strong customer relationships and driving effective adoption activities. Leveraging a strong understanding of the [Employer hidden] platform, this role helps customers confidently maintain, modify, and expand their solutions to support evolving financial planning and analysis (FP&A) use cases.

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