Customer Adoption Manager UK Shift I Hybrid I Makati

Cloudstaff Pty; Makati; Hybrid; PHP 558,000 - 893,000; Full time

Job summary

Cloudstaff is seeking a Customer Adoption Manager (SMB) to drive product adoption, engagement, and long-term value for hospitality clients on a Hybrid model. You will apply Digital CSM programs with consultative outreach, focusing on at-risk accounts and adoption milestones to guide customers along a maturity curve.

In this role, you will own adoption plans, monitor usage data, maintain health scores and renewal forecasts in CRM, and coordinate with Product, Marketing, and CS leadership to close

Qualifications

• 3+ years of experience in Customer Success, Account Management, or customer-facing roles in SaaS.
• Experience managing a hybrid portfolio with digital monitoring and direct outreach.
• Strong understanding of product adoption dynamics and customer education.
• Proficient in reading usage data and health dashboards.
• Excellent written and verbal communication.

Responsibilities

• Own feature adoption and maturity curve progression across the SMB portfolio.
• Monitor usage data to identify adoption gaps and trigger interventions.
• Apply digital-first engagement by default, elevating to 1:1 outreach for at-risk accounts.
• Maintain accurate health scores and renewal forecasts in CRM.
• Surface churn patterns to leadership and inform product/marketing decisions.

Skills

Customer Success

Account Management

SaaS

Data analysis

CRM tools

Communication

Tools

Salesforce

Outlook

Microsoft Teams

Slack

Job description

The Customer Adoption Manager (SMB) drives product adoption, feature engagement, and long-term value realisation for Fourth's SMB segment — hospitality operators with Monthly Subscription
Revenue between £3,001 and £7,500. Operating a hybrid model, the role applies the Digital CSM
function's programmes and tools with added consultative judgement, using targeted 1:1 outreach for
at-risk accounts and adoption-critical moments to move customers up a structured adoption
maturity curve.

Customer Adoption — Primary Focus

• Own feature adoption and maturity curve progression across the SMB portfolio; design adoption plans combining digital nudges, targeted outreach, and product education
• Monitor usage data to identify adoption gaps and trigger interventions; track adoption metrics at account and cohort level

Hybrid Engagement Model

• Apply digital-first engagement by default, using automated journeys and self-serve content built by the Digital CSM function; elevate to 1:1 outreach for at-risk accounts or stalled adoption
• Manage 1:1 engagement efficiently — preparation-led, time-bounded, with a clear adoption goal — stepping back to digital-only as accounts stabilise

Portfolio & Retention

• Maintain accurate health scores, adoption stage, and renewal forecasts in CRM; triage the portfolio by adoption stage, health signal, and renewal proximity
• Manage straightforward commercial engagements digitally; elevate complex or high-value churn risk to senior CS team or Sales, and surface churn patterns to the Digital CSM

New Feature & Capability Engagement

• Drive new feature engagement across the SMB segment, translating roadmap updates into adoption-focused outreach and education
• Identify expansion opportunities and beta/early-access candidates; direct customers to selfserve content as the default channel

Voice of the Customer & Feedback

• Synthesise adoption patterns, feature friction, and feedback into insight for Product, Marketing, and CS leadership
• Distinguish content/education gaps from genuine product gaps and route feedback accordingly

Qualifications

3+ years of experience in Customer Success, Account Management, or customer-facing experience within SaaS, with ademonstrable focus on product adoption or onboarding, Comfortable managing a hybrid portfolio — switching between digital programmemonitoring and direct outreach based on signals, Strong understanding of product adoption dynamics — what drives usage, embedding, andexpansion, Confident, consultative communicator, written and verbal, Analytical; able to read usage data and health dashboards and translate them intoprioritised action, Proficiency in CRM tools (e.g., Salesforce), and communication platforms (e.g., Outlook, Microsoft Teams, Slack).

Preferred Qualifications

• Background in hospitality operations — restaurants, pub groups, hotels, or multi-site F&B
• Experience running product training, webinars, or structured onboarding
• Familiarity with a defined engagement model or playbook framework