Description
Role Description
The Customer Success Adoption team is looking for a highly driven and collaborative Senior Manager to lead research and strategy for Service Cloud Adoption. Service Cloud is the engine behind the world's best customer experiences, and our customers are navigating the complex shift from traditional support models to modern, unified, and intelligent service operations.
This is a high-impact, cross-functional role that blends rigorous research, data analysis, and program execution. You will act as the bridge between product innovation and customer realization. You won't just track adoption; you will investigate why customers struggle, identify the "Adoption Paths" that lead to healthy service operations, and codify those insights into scalable programs. You will synthesize insights into strategic recommendations that influence Product, Customer Success, and the Digital teams, helping us move from "high-touch" intervention to "high-scale" digital guidance.
Sample Projects You’ll Lead
Evolve Service Cloud "Adoption Paths": Analyze usage patterns across our most successful Service Cloud customers to identify the specific feature combinations (e.g., Knowledge + Omni-Channel + Einstein) that drive high retention and agent productivity.
Friction Analysis & Resolution: Lead deep-dive research into stalled implementations to categorize common "failure modes" and then design programmatic interventions to solve them at scale.
Release-Based Adoption Strategy: Proactively analyze Service Cloud roadmaps to identify high-value opportunities and create the strategy for how we encourage customers to adopt new innovation immediately upon release.
Digital Strategy Partnership: Partner with our Digital Success teams to translate your research into automated guidance, providing the subject matter expertise needed to digitize our success methodology.
Your Impact
Drive Roadmap Adoption: Ensure that as new Service Cloud features drop, we have a clear plan for how to drive their usage so we can keep customers on the cutting edge of the platform.
Scale Success: Move our adoption strategy from relying solely on CSMs to utilizing data-backed recommendations that inform our digital channels and scaled programs.
Operationalize Value: Create the frameworks that allow customers to measure not just usage (e.g., "we set up the console") but outcomes (e.g., "we reduced case resolution time by 20%").
Empower the Field: Equip our field teams with the data-backed playbooks and narratives they need to drive healthy adoption conversations with Service leaders.
What We’re Looking For
8+ years in Management Consulting, Strategy, or Customer Success roles, ideally with a focus on B2B Service/Support operations.
Strategic Problem Solving: Proven ability to generate strategic insights that drive measurable business outcomes, moving beyond data reporting to actionable recommendations.
Service Operations Fluency: Familiarity with the metrics that matter to Service leaders (Average Handle Time, First Contact Resolution, CSAT/NPS) and the operational challenges of running a contact center.
Adoption Architect: Experience taking a complex technical product and breaking it down into a step-by-step maturity model or success methodology.
Data-Driven Mindset: Strong analytical skills with the ability to identify trends, build frameworks, and guide decisions through data (SQL/Tableau proficiency is a plus).
Curiosity & Empathy: A strong desire to "learn the struggle" and interview frustrated admins/business users to get to the root cause of adoption blockers.
Preferred Qualifications
MBA or advanced degree in business, analytics, or related field.
Experience with Service Cloud, Contact Center as a Service (CCaaS), or Workforce Management (WFM) technologies.
Proficiency in data visualization tools (e.g., Tableau, CRM Analytics).
Passion for innovation and the future of customer success.
Why Join Us?
This is more than a strategy role—it’s your chance to shape how the world’s leading companies transform their customer service. If you thrive at the intersection of insight and influence, strategy and storytelling, we’d love to meet you.