Customer Adoption Consultant

Role overview A Customer Adoption Consultant position within a Customer Support team that helps customers get lasting value from a social media management platform. The role focuses on retention and growth across a high-volume customer base, using a one-to-many model, shared workload, and process-driven approaches rather than individual account ownership.

Responsibilities

- Lead training sessions and value discussions so customers use core platform features effectively - Execute one-to-many playbooks and lean on self-service resources, including in-app guidance and knowledge base articles, to scale adoption - Monitor usage data and health metrics to flag churn risk and surface growth opportunities - Resolve customer inquiries promptly, escalating complex issues to keep the experience smooth - Partner with Product and Engineering on process improvements and automation that streamline customer success operations - Contribute to internal best practices and shared knowledge resources for the broader support community

Requirements

- At least 2 years of customer success experience - Strong problem-solving and team collaboration skills - Comfort working in a fast-changing environment with high agility and flexibility - Ability to communicate with a wide range of customer profiles, from individual practitioners to senior marketing leaders - Eligibility to work during PST or MST business hours

Nice to have

- Familiarity with influencer marketing strategy and influencer marketing workflows - Hands-on experience with Gainsight or comparable customer success management software - Background operating within a one-to-many customer success model

Benefits and work setup

- Remote position based in the United States - Annual salary range of $74,800 to $112,200 USD for candidates in New York, California, or Washington, and $68,000 to $102,000 USD for candidates in other US states - Compensation ranges are set using market data and reviewed biannually