Customer Adoption Manager

IFS; Staines-upon-Thames; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid work opportunities

Job summary

IFS is hiring for a role that blends customer success, onboarding, and ongoing adoption of our AI-driven enterprise software solutions. You will coordinate with product, sales, and support teams to ensure customers realize value during implementation and ongoing usage.

The role requires strong communication, data-driven decision making, and the ability to manage multiple stakeholders in a fast-moving environment. Hybrid work options and global impact opportunities are available.

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.
• Good Excel capability and confidence learning SaaS platforms, collaboration tools and operational workflows.
• Ability to work across teams and maintain accuracy in a fast-moving environment.
• Experience in logistics, transport, supply chain, freight audit, finance operations or another complex enterprise process.
• Experience delivering software training, adoption activities or change communications.
• Exposure to product analytics, BI tools, SQL or structured data validation.
• Experience working with AI-enabled software or explaining analytical outputs to users.

Responsibilities

• Bring customer success initiatives from onboarding through renewal by coordinating across teams.
• Support implementation and adoption activities, and communicate impact with customers.
• Facilitate working sessions, gather feedback, and translate data into concise updates.

Skills

Experience in B2B SaaS customer

Onboarding

Implementation

Consulting

Project coordination

Customer-facing role

Organisation and follow-through

Documentation

Stakeholder management

Verbal and written communication

Data-driven updates

Excel proficiency

SaaS platforms & workflows

Cross-team collaboration

Product analytics/BI tools/SQL

AI-enabled software familiarity

Education

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

Tools

Excel

SQL

BI tools

Job description

IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.

Qualifications

Experience and Capabilities

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.

Good Excel capability and confidence learning SaaS platforms, collaboration tools and operational workflows.

Ability to work across teams and maintain accuracy in a fast-moving environment.

Experience in logistics, transport, supply chain, freight audit, finance operations or another complex enterprise process.

Experience delivering software training, adoption activities or change communications.

Exposure to product analytics, BI tools, SQL or structured data validation.

Experience working with AI-enabled software or explaining analytical outputs to users.

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

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.

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