AI Digital Adoption & Onboarding Lead

tdwilliamson; Tulsa (OK); On-site; USD 60,000 - 90,000; Full time

Job summary

TDW is seeking a Customer Success professional to own onboarding, adoption, and readiness for our digital tools. You will coordinate with Product, Engineering, Commercial, and Support to ensure customers launch successfully and realize value, while guiding early adopters and pilots through structured testing and validation.

Ideal candidates bring 5+ years in customer-facing roles, strong communication with executives, and a proven ability to drive ROI and retention in B2B SaaS environments.

Qualifications

• 5+ years of experience in customer success, account management, or customer-facing roles with 2+ years of front-line management experience.
• Strong customer-facing communication and relationship-building skills.
• Experience in customer success, solutions architecture, implementation consulting, or strategic advisory roles within B2B SaaS.
• Ability to lead communications with Director-level and VP-level leaders.
• Strong business acumen with the ability to articulate value, calculate ROI, and drive customer outcomes.
• Track record of achieving team targets for expansion, retention and customer satisfaction.
• Ability to balance strategic thinking with tactical execution and context-switching.

Responsibilities

• Owns onboarding and implementation planning for customers.
• Build and execute customer support plans.
• Lead early adopter and pilot programs and ensure successful customer launches.
• Monitor adoption, usage, and feedback for internal AI tools.
• Coordinate internal implementation and training for digital and AI initiatives.
• Capture and organize customer feedback, adoption barriers, and value realization.
• Prioritize projects and measure value of internal AI initiatives.
• Ensure customer readiness plans are prepared for successful adoption of products.

Skills

Customer Success & Adoption Management

Digital Product & SaaS Knowledge

Customer Readiness & Change Management

Customer Testing & Validation

Cross-Functional Leadership

Customer Support & Escalation Mgmt

Job description

TDW is seeking a Customer Success professional to own onboarding, adoption, and readiness for our digital tools. You will coordinate with Product, Engineering, Commercial, and Support to ensure customers launch successfully and realize value, while guiding early adopters and pilots through structured testing and validation.

Ideal candidates bring 5+ years in customer-facing roles, strong communication with executives, and a proven ability to drive ROI and retention in B2B SaaS environments.