Digital Adoption Architect: Scalable Growth

Lightspeed; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible work environment

Career growth opportunities

Job summary

Lightspeed is seeking a Product Adoption Strategist (Digital & Scalable) to own adoption strategy, experiments, and implementation for scalable, digital-first campaigns across a specific feature or market.

You will partner with Product, Marketing, Data, Education, Launch, and Account Management to craft a cohesive customer journey, optimize digital collateral, and configure adoption tools like Pendo, WalkMe, and ChurnZero to boost feature penetration and stickiness.

Qualifications

• 3–5 years of experience in Digital Customer Success, Growth or Customer Marketing, Product Enablement, or a similar function within a B2B SaaS company.
• Experience using customer usage data to identify gaps and develop programmatic strategies that drive behaviour change.
• Strong working knowledge of Digital Adoption Platforms and marketing automation tools such as Pendo, WalkMe, Intercom/Fin, HubSpot, or ChurnZero.
• Experience refining digital content that turns technical workflows into clear, engaging, bite-size customer guidance.
• Strategic mindset with the ability to identify adoption gaps and design scalable responses.
• Strong analytical thinking and comfort using data to guide prioritization and optimization.
• Excellent collaboration skills, with the ability to work effectively across Product Marketing, content teams, and fellow program leads.

Responsibilities

• Identify underutilised product areas and translate adoption opportunities into automated, digital-first programs and behaviourally triggered journeys.
• Own end-to-end adoption campaigns for a specific feature or market, including strategy, experiment design, implementation, and performance.
• Design and implement customer journey architecture per program (segmentation, trigger logic, channel orchestration, entry/exit criteria).
• Partner with Product, Product Marketing, Data, Education, Launch, and Account Management to create a cross-functional customer journey that aligns with product priorities, merchant needs, and operational realities.
• Optimize the digital collateral needed to support adoption programs, including in-app guidance, nurture sequences, and interactive walkthroughs.
• Own the configuration and optimization of ChurnZero, Fin, and Heap for tech-touch journeys, in collaboration with internal systems teams.
• Monitor campaign analytics, activation, feature stickiness, and channel effectiveness by segment and feature, then continuously improve performance.

Skills

Digital CS

Growth marketing

Program design

Data-driven

Cross-functional collaboration

Tools

Pendo

WalkMe

Intercom/Fin

HubSpot

ChurnZero

Job description

Lightspeed is seeking a Product Adoption Strategist (Digital & Scalable) to own adoption strategy, experiments, and implementation for scalable, digital-first campaigns across a specific feature or market.

You will partner with Product, Marketing, Data, Education, Launch, and Account Management to craft a cohesive customer journey, optimize digital collateral, and configure adoption tools like Pendo, WalkMe, and ChurnZero to boost feature penetration and stickiness.