Lightspeed is seeking a Product Adoption Manager to architect and lead a high-performing Adoption function. You will bridge the gap between Product Innovation and Customer Value, transforming feature usage into a strategic lever for Net Revenue Retention (NRR) and Customer Lifetime Value (LTV). This role involves orchestrating a team that blends scalable automation with targeted human intervention.
What You'll Do
- Design the digital infrastructure and 'always-on' digital adoption layer (Tech-Touch) for all customer segments.
- Operationalize a 'Digital Maturity' model to segment customers and route them to appropriate interventions.
- Establish data governance, building reports to identify under-utilized features and measure 'Adoption Saturation Rate'.
- Manage a hybrid engagement model, leading a team to execute digital campaigns and human-led interventions.
- Execute a proactive 'Hunter' motion, shifting focus from reactive support to proactive 'Feature Expansion'.
- Monitor and optimize key adoption metrics including Daily Active Users (DAU), Time-to-Adoption, and Digital Deflection Rate.
- Define operational boundaries and enforce clear handoffs with Launch, Support, and Account Management teams.
- Act as the 'Voice of Adoption' to Product, synthesizing feedback to influence the Product Roadmap.
- Act as the Guardian of Adoption Data, auditing data quality and ensuring accurate, real-time usage signals.
What We're Looking For
- 5+ years in SaaS Post-Sales Leadership in Customer Success, Product Adoption, or Digital Account Management within a high-growth SaaS environment.
- Demonstrated experience building a function or team from scratch ('0-to-1' Builder Track Record).
- Experience managing a 'Scale' or 'Tech-Touch' team combined with high-touch engagement (Hybrid Model Expertise).
- Strong fluency in SaaS unit economics (NRR, GRR, CAC) and experience using data analytics tools (Data-Driven Strategy).
- Proven ability to navigate complex organizational structures and align priorities across Product, Sales, and Support without direct authority.
Technical Stack
- Pendo
- Gainsight
- Totango
Team & Environment
Join the Launch team.
Benefits & Compensation
- Lightspeed RSU program
- Flexible paid time off policy
- Flexible working policy
- Health & Wellness Benefits
- Paid Leave Assistance for new Parents
- LinkedIn Learning License
- Paid Volunteer Day
- Health and wellness benefit of £400 per year
Work Mode
This role is based in London.
Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities.
