Senior Adoption Programs Manager (Customer Success)
$130k - $150k USD
Ironclad is the leading AI contracting platform that transforms agreements into assets. Contracts move faster, insights surface instantly, and agents push work forward, all with you in control. Whether you’re buying or selling, Ironclad unifies the entire process on one intelligent platform, providing leaders with the visibility they need to stay one step ahead. That’s why the world’s most transformative organizations, from OpenAI to the World Health Organization and the Associated Press, trust Ironclad to accelerate their business.
We’re consistently recognized as a leader in the industry: a Leader in the Forrester Wave and Gartner Magic Quadrant for Contract Lifecycle Management, a Fortune Great Place to Work, and one of Fast Company’s Most Innovative Workplaces. Ironclad has also been named to Forbes’ AI 50 and Business Insider’s list of Companies to Bet Your Career On. We’re backed by leading investors including Accel, Y Combinator, Sequoia, BOND, and Franklin Templeton. For more information, visit www.ironcladapp.com or follow us on LinkedIn.
The Scaled Customer Experience team powers that mission by designing programs, intelligence systems, and self-service experiences that reach thousands of customers and measurably improve adoption, retention, and value realization.
This role sits at the center of that engine.
This is a hybrid role based out of our San Francisco, Chicago, or New York City office. Office attendance is required at least twice a week for collaboration and connection. There may be additional in-office days for team or company events.
About the Role:
The Senior Adoption Programs Manager owns Ironclad’s adoption strategy across lifecycle insights, scoring programs, automated journeys, Release Readiness, and cross-functional governance. You will turn product usage telemetry and customer behavior signals into scalable motions that accelerate adoption, surface risk earlier, and improve Customer Outcomes’ ability to prioritize effectively.
This is a highly cross-functional role requiring strong analytical skill, operational rigor, and the ability to influence Product, BI, PMM, Sales, CSM Leadership, CAE, and Customer Enablement. It is ideal for someone who can architect systems, simplify complexity, and translate insights into action at scale.
What You’ll Do:
Drive Adoption Intelligence & KPI Visibility
Define and refine Ironclad’s adoption KPI framework across core, advanced, and AI feature sets.
Partner with BI and Product to ensure reliable access to all required telemetry for GA features, new launches, and AI workflows.
Build monthly and quarterly insights packages that highlight adoption trends, friction points, and recommended strategies across segments.
Produce quarterly Adoption Health reports and contribute to companywide scorecard visibility.
Own and operate the Adoption Council, a quarterly forum aligning Product, PMM, CAE, and CO leadership on key insights, Tier 1 feature focus areas, and adoption strategies.
Summarize product feedback as part of our Product Business Review process, translating adoption data into actionable insights for our product team that can inform roadmap decisions.
Own Automated Customer Journeys & Scaled Playbooks
Design and optimize automated adoption journeys and risk-based playbooks across the entire post-sale lifecycle.
Rewrite playbooks as part of the FY27 top-to-bottom journey redesign, ensuring earlier risk detection, streamlined guidance, and modernized content.
Write customer-facing copy that is clear, directive, and aligned with key JTBD at each stage.
Conduct quarterly effectiveness assessments and implement improvements tied to product releases and scoring updates.
Ensure playbooks integrate with CSM workflows and escalate appropriately when human intervention is needed.
Lead Adoption Scoring Programs (Adoption Health, Renewal Outcome, Implementation Score)
Own quarterly refresh cycles for Adoption Health Score and Renewal Outcome Score; partner with BI/CS Ops on testing, validation, and rollout.
Support introduction and pilot of an Implementation Score to improve visibility into early customer health.
Ensure scores surface clear, actionable prioritization for CSMs/CAEs and tie directly to renewal risk signals and opportunity identification.
Lead CO Release Readiness for High-Impact Features
Serve as the Scaled CX owner for Release Readiness across ~6 major product releases annually.
Partner with Product, BI, PMM, and Enablement to define telemetry requirements, evaluate 30/60/90 day adoption performance, and surface customer friction.
Launch automated adoption playbooks aligned to each release and ensure new features are incorporated into scoring, journeys, and playbooks.
Identify and coordinate customer communications or in-product changes needed to support adoption.
Measure the Impact of Scaled CX Programs
Build and own a repeatable framework for measuring adoption lift attributable to training, certification, Accelerators, self-service content, and in-product guidance.
Translate findings into prioritized roadmap recommendations for the Scaled CX organization.
Support Adoption Strategy for Emerging Products
Partner with Product, Sales, and early customers to define MVP adoption motions for incubation products (e.g., Jurist).
Ensure emerging product teams have the data, insights, and playbooks needed for successful customer onboarding and expansion.
Partner on Self-Service & In-Product Enablement Initiatives
Collaborate with Documentation, Learning Experience, and Product to identify where AI-powered help, walkthroughs, or in-product guidance can reduce customer effort and accelerate adoption.
Support telemetry and insights needed to measure and optimize these experiences.
What We’re Looking For:
Must-Haves:
5–7+ years of experience in Customer Success, Scaled Programs, Customer Insights, Product Operations, or similar roles in SaaS.
Strong analytical instincts and comfort synthesizing product telemetry, customer behavior data, and KPI frameworks.
Proven ability to design, launch, and optimize lifecycle programs at scale.
Exceptional communication and storytelling skills - able to influence across Product, GTM, and Customer Outcomes.
Experience writing customer-facing content (playbooks, emails, guides) with clarity and action-orientation.
Ability to lead complex cross-functional initiatives with consistency, structure, and accountability.
Nice-to-Haves:
Experience with customer health scoring models, predictive analytics, or ML-powered insights.
Familiarity with contracting workflows, CLM, or enterprise SaaS adoption patterns.
Prior exposure to Gainsight, Catalyst, Pendo, or similar lifecycle automation tools.
Background in community, education, or scaled learning programs.
Base Salary Range: $130,000 - $150,000
The base salary range represents the minimum and maximum of the salary range for this position based at our San Francisco headquarters. The actual base salary offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our base salary is just one component of Ironclad’s competitive total rewards package, which also includes equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure), competitive health and wellness benefits, and a commitment to career growth and development.
US Full-Time Employee Benefits at Ironclad:
100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy-up plan options available
Market-leading leave policies, including gender-neutral parental leave and compassionate leave
Family forming support through Maven for you and your partner
Paid time off - take the time you need, when you need it
Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
Mental health support through Modern Health, including therapy, coaching, and digital tools
Pre-tax commuter benefits (US Employees)
401(k) plan with Fidelity with employer match (US Employees)
Regular team events to connect, recharge, and have fun
And most importantly: the opportunity to help build the company you want to work at
**UK Employee-specific benefits are included on our UK job postings
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.