Adoption & Onboarding Lead — Customer Success

Assa Abloy Ab; Austin, Northern (TX, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Benefits and annual leave

Career development opportunities

Job summary

HID Global in Austin, TX, seeks a Customer Success Adoption Manager to own customer onboarding, adoption, and operational performance for EDI, Webshop, and the Customer Command Center tools.

You will lead onboarding, go-live readiness, stabilization, and ongoing adoption, acting as the customer-facing owner for incidents and escalations while coordinating with Sales, Operations, and Technology teams to drive measurable improvements.

Qualifications

• Bachelor's degree in business, supply chain, information systems, operations, or related field.
• Two+ years in customer success, digital customer platforms, e-commerce, or supply-chain operations.
• Experience owning customer adoption, utilization, health, and operational performance for customer-facing tech.

Responsibilities

• Own customer adoption and operational performance for HID's EDI, Webshop, and Customer Command Center tools.
• Lead onboarding, training, go-live readiness, stabilization, and adoption for digital tools and partners.
• Serve as customer-facing owner for incidents and escalations with clear communication and resolution follow-through.
• Monitor adoption, access, transaction quality, and recurring friction; identify risks early.
• Partner with technical teams to resolve data, configuration, and integration issues.
• Lead root-cause reviews and corrective actions with defined owners and due dates.
• Coordinate testing and readiness for releases, ERP changes, and new transaction types.
• Create and maintain customer-facing and internal enablement materials and workflows.
• Drive adoption of digital and self-service workflows to improve transaction quality and reduce manual work.
• Conduct recurring customer and internal business reviews translating usage into action plans.

Skills

Customer success

E-commerce

Data analysis

Onboarding

Escalations

Education

Bachelor's degree in business, supply chain, information systems, operations, or related field

Tools

ERP

CRM

Ticketing system

E-commerce platform

Customer portal

Analytics

Job description

HID Global in Austin, TX, seeks a Customer Success Adoption Manager to own customer onboarding, adoption, and operational performance for EDI, Webshop, and the Customer Command Center tools.

You will lead onboarding, go-live readiness, stabilization, and ongoing adoption, acting as the customer-facing owner for incidents and escalations while coordinating with Sales, Operations, and Technology teams to drive measurable improvements.