Customer Success Adoption Lead

HID; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Career development

Job summary

HID is seeking a Customer Success Adoption Manager in Austin, TX. You will own customer adoption and operational performance for HID's EDI, Webshop, and Customer Command Center tools, guiding onboarding, training, and go-live readiness while managing incidents and escalations.

You will monitor adoption metrics, coordinate with technical teams, and drive continuous improvement through root-cause analysis and readiness planning for releases and changes.

Qualifications

• Bachelor's degree or equivalent practical experience in business, supply chain, information systems, or operations.
• 2+ years in customer success, digital platforms, e-commerce, EDI, or B2B operations.
• Experience owning adoption, health, and performance for customer-facing tools.
• Knowledge of EDI flows and web-based customer tools, including onboarding and issue management.
• Experience managing incidents, escalations, root-cause analysis, and corrective actions.
• Ability to lead operational reviews, change management, and readiness planning.

Responsibilities

• Own customer adoption and operational success for HID's digital tools (EDI, Webshop, and Customer Command Center).
• Lead onboarding, training, go-live readiness, stabilization, and adoption for assigned tools and trading partners.
• Manage incidents and escalations with clear communication and resolution follow-through.
• Monitor adoption metrics, access, and transaction quality to identify risks early.
• Collaborate with ERP/CRM/IT teams to resolve data, mapping, integration, and portal issues.
• Lead root-cause reviews with owners and due dates, plus customer communication.

Skills

Customer success

Analytical thinking

Cross-functional

Communication

Change management

Education

B.S. in business

Tools

ERP systems

CRM platforms

EDI mapping

Job description

HID is seeking a Customer Success Adoption Manager in Austin, TX. You will own customer adoption and operational performance for HID's EDI, Webshop, and Customer Command Center tools, guiding onboarding, training, and go-live readiness while managing incidents and escalations.

You will monitor adoption metrics, coordinate with technical teams, and drive continuous improvement through root-cause analysis and readiness planning for releases and changes.