Customer Adoption Manager UK Shift I Hybrid I Makati

Cloudstaff Philippines Inc.; Makati; Hybrid; PHP 700,000 - 1,100,000; Full time

Benefits offered by this job

Comprehensive health & life insurance

Flexible leave credits

Career progression opportunities

Company-provided PC/Laptop

Fiber internet connection

Weekly freebies: coffee, meals & beer

Job summary

Cloudstaff Philippines Inc. is seeking a Customer Adoption Manager (SMB) to drive product adoption, engagement and long-term value realization for hospitality operators with monthly subscription revenue ranges.

The role operates in a hybrid model, applying the Digital CSM toolkit with targeted 1:1 outreach to at-risk accounts and moments that move customers along a defined adoption maturity curve. You will own adoption plans, monitor usage, maintain health scores and renewal forecasts, and

Qualifications

• 3+ years in Customer Success, Account Management or customer-facing SaaS roles with a focus on adoption/onboarding.
• Hybrid portfolio management experience with digital & direct outreach.
• Strong understanding of product adoption dynamics and expansion signals.
• Confident, consultative communicator; strong writing and verbal skills.

Responsibilities

• Own feature adoption and adoption maturity plans across SMB accounts.
• Monitor usage data and health signals to trigger interventions and forecast renewals.
• Balance digital journeys with targeted 1:1 outreach for at-risk accounts.
• Synthesize customer feedback for Product, Marketing and CS leadership.

Skills

Customer Success

Product adoption

Hybrid portfolio management

CRM proficiency

Communication

Data analytics

Health dashboards

Team collaboration

Tools

Salesforce

Outlook

Microsoft Teams

Slack

Job description

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 and Requirements

Qualifications

• 3+ years of experience in Customer Success, Account Management, or customer-facing experience within SaaS, with a demonstrable focus on product adoption or onboarding
• Comfortable managing a hybrid portfolio — switching between digital programme monitoring and direct outreach based on signals
• Strong understanding of product adoption dynamics — what drives usage, embedding, and expansion
• Confident, consultative communicator, written and verbal
• Analytical; able to read usage data and health dashboards and translate them into prioritised 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

Perks and Benefits

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well‑being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc