Senior Customer Adoption Manager

Role overview Help frontline public-service teams adopt AI tools that take on note-taking, live interpretation, and phone handling, freeing staff to focus on the people they serve. As one of the first hires in the US Customer Adoption and Support function, you will both deliver hands-on user support and run high-energy training for social workers, clinicians, and human services organisations across the country.

Responsibilities - Lead onboarding for new partner organisations and deliver engaging training sessions, both virtually and in person. - Travel to customer sites across the US, sometimes on short notice, to provide hands-on enablement. - Respond to user questions across email, chat, phone, and video, troubleshooting calmly and escalating complex bugs to Engineering with strong context. - Spot recurring issues, surface root causes, and feed structured insights back to Product, Engineering, and Customer Success. - Build and refine help-centre articles, guides, FAQs, and self-serve resources that drive long-term adoption. - Help define and improve the support and adoption playbook as the US function scales.

Requirements - Empathetic and patient communication style, with the ability to explain new technology in simple, respectful terms. - Clear written and verbal communication that builds trust quickly with diverse users. - Comfort balancing a live support queue, training delivery, and travel logistics without losing focus. - A proactive, curious approach that looks for trends, investigates root causes, and prevents repeat issues. - Enthusiasm for building a function from scratch, with comfort operating in ambiguity as the first US hire in this area.

Nice to have - Experience supporting social workers, clinicians, or similar US frontline organisations. - Familiarity with Zendesk or comparable ticketing platforms. - A design sensibility and experience producing training materials, for example using Canva. - Background in an early-stage or high-growth startup.

Benefits and work setup - The role is US-based and combines remote work with regular travel to customer sites for in-person training and support.