Customer Adoption Lead - Hybrid UK (SaaS & AI)

IFS; Staines-upon-Thames; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

IFS is seeking a proactive Customer Success professional to drive onboarding, adoption and value realization for our B2B SaaS clients. You will guide customers through implementation, collaborate with product and operations teams, and report progress using data-driven insights.

The role emphasizes strong communication, stakeholder management and the ability to deliver effective trainings and change communications in a fast-moving enterprise environment.

Qualifications

• Approximately two or more years of experience in B2B SaaS customer success, onboarding, implementation, consulting, project coordination, product operations or a related customer-facing role.
• Strong organisation and follow-through, with the ability to manage actions, deadlines, documentation and multiple stakeholders.
• Clear written and verbal communication and confidence facilitating working sessions with customers.
• Comfort using data and customer evidence to monitor progress, identify issues and prepare concise updates.
• Customer-focused problem solving with the judgement to resolve routine issues and escalate material risks appropriately.
• Experience delivering software training, adoption activities or change communications.

Responsibilities

• Support onboarding and adoption activities for customers.
• Facilitate working sessions with customers to gather requirements and share progress.
• Collaborate with cross-functional teams to ensure successful implementation and user enablement.
• Track progress using data and BI tools and provide concise updates to stakeholders.

Skills

B2B SaaS

Customer success

Onboarding

Stakeholder management

Training delivery

Data analysis

Education

Relevant degree or professional certification in business, project management, supply chain, data or related discipline

Tools

Excel

SQL

BI tools

Job description

IFS is seeking a proactive Customer Success professional to drive onboarding, adoption and value realization for our B2B SaaS clients. You will guide customers through implementation, collaborate with product and operations teams, and report progress using data-driven insights.

The role emphasizes strong communication, stakeholder management and the ability to deliver effective trainings and change communications in a fast-moving enterprise environment.