Lead - Product Adoption (US Shift)

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.

Job Description

Lead a team of Adoption Specialists within our Adoption Advisory team - driving product adoption, increasing customer value, and reducing churn across Freshworks' scaled and digital customer segments.

About the Role

As Lead, Product Adoption, you will manage a team of Adoption Specialists focused on driving measurable adoption and retention outcomes for Freshworks' scaled and digital customer base. You are accountable for the strategy, execution, and results of a portfolio of adoption programs - from onboarding acceleration to feature enablement to churn intervention. You will partner with Customer Success leaders and Adoption Program Managers to make our scaled customer motion work at Freshworks' 75,000+ customer scale.

What You'll Lead

Adoption Strategy & Execution

• Own the Adoption Advisory team’s roadmap and execution across the scaled and digital customer segments

• Support adoption campaigns and programs - compelling webinars, Adoption Accelerator offerings, feature adoption plays, and health-based interventions

• Maintain a reporting cadence for adoption performance, and be accountable for results

• Partner with Product on release adoption plays that drive uptake of new features and capabilities

Team Leadership

• Manage, coach, and develop a team of Adoption Specialists — owning hiring, performance, and career development

• Set team priorities and delivery standards; remove blockers and ensure focus on the highest-impact work

• Be the primary point of escalation between the Adoption team and cross-functional partners

Churn Reduction

• Partner with our Customer Success team to identify at-risk customers in the scaled segment and design proactive interventions

• Own the design and iteration of churn reduction plays targeted at digital and scaled customers

• Partner with Operations to track and report on churn impact of adoption programs — retention lift, save rate, and NRR contribution

How Success is Measured

• Product adoption rates across scaled and digital customer cohorts and customers your team advises (feature-level and portfolio-level)

• Churn rate reduction attributed to adoption programs

• Onboarding time-to-value for scaled and digital customers

• Team performance: Adoption Specialist goal attainment and engagement

Qualifications

• 4+ years in customer success, customer adoption, or lifecycle marketing - B2B SaaS required

• 2+ years managing a team of adoption, CS, or lifecycle specialists

• Proven track record supporting adoption programs for scaled or digital customer segments

• Strong analytical instincts - comfortable defining KPIs, tracking progress against goals, and iterating based on data

• Cross-functional partner - able to work effectively with Product, Marketing, CS, and Operations

Additional Information

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.