Customer Success Adoption Lead — Digital Tools

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

Benefits offered by this job

Competitive benefits

Career development

Job summary

HID is seeking a Customer Success Adoption Manager in Austin to own customer adoption and operational performance for digital tools like EDI, Webshop, and Customer Command Center. You will guide onboarding, training, go-live readiness, and ongoing optimization, while coordinating incidents and escalations for customers and partners.

You will monitor adoption metrics, collaborate with technical teams to resolve data and integration issues, and drive improvements through root-cause analyses and

Qualifications

• Bachelor's degree or equivalent practical experience.
• 2+ years in customer success, digital platforms, e-commerce, or related fields.
• Experience owning adoption, utilization, health and performance for customer-facing tools.
• Working knowledge of EDI flows and web-based customer tools (onboarding, access, order processing).
• Experience managing incidents, escalations, root-cause analysis and corrective actions.

Responsibilities

• Own customer experience and operational success of HID's digital tools.
• Lead onboarding, training, go-live readiness, stabilization and adoption.
• Manage incidents and escalations with clear communications and resolution follow-through.
• Monitor adoption metrics, transaction quality, and identify risks before escalation.
• Collaborate with ERP/CRM, data teams to resolve issues and enable improvements.
• Lead user acceptance testing and readiness for releases and changes.
• Create and maintain enablement materials and training resources.

Skills

Analytical skills

Clear communication

Cross-functional collaboration

Data-driven decision making

ERP/CRM experience

EDI knowledge

Education

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

Tools

ERP

CRM

EDI mapping

Job description

HID is seeking a Customer Success Adoption Manager in Austin to own customer adoption and operational performance for digital tools like EDI, Webshop, and Customer Command Center. You will guide onboarding, training, go-live readiness, and ongoing optimization, while coordinating incidents and escalations for customers and partners.

You will monitor adoption metrics, collaborate with technical teams to resolve data and integration issues, and drive improvements through root-cause analyses and