Ironclad · 18 hours ago
Senior Adoption Programs Manager
San Francisco, CA
Full-time
Hybrid
Senior Level
$130K/yr - $150K/yr
5+ years expIronclad is the leading AI contracting platform that transforms agreements into assets. The Senior Adoption Programs Manager will own Ironclad’s adoption strategy, focusing on lifecycle insights, scoring programs, and automated journeys to improve customer outcomes and drive adoption.
Enterprise SoftwareLegal TechManagement Information SystemsSaaS
Responsibilities
Define and refine Ironclad’s adoption KPI framework across core, advanced, and AI feature sets
Partner with BI and Product to ensure reliable access to all required telemetry for GA features, new launches, and AI workflows
Build monthly and quarterly insights packages that highlight adoption trends, friction points, and recommended strategies across segments
Produce quarterly Adoption Health reports and contribute to companywide scorecard visibility
Own and operate the Adoption Council, a quarterly forum aligning Product, PMM, CAE, and CO leadership on key insights, Tier 1 feature focus areas, and adoption strategies
Summarize product feedback as part of our Product Business Review process, translating adoption data into actionable insights for our product team that can inform roadmap decisions
Design and optimize automated adoption journeys and risk-based playbooks across the entire post-sale lifecycle
Rewrite playbooks as part of the FY27 top-to-bottom journey redesign, ensuring earlier risk detection, streamlined guidance, and modernized content
Write customer-facing copy that is clear, directive, and aligned with key JTBD at each stage
Conduct quarterly effectiveness assessments and implement improvements tied to product releases and scoring updates
Ensure playbooks integrate with CSM workflows and escalate appropriately when human intervention is needed
Own quarterly refresh cycles for Adoption Health Score and Renewal Outcome Score; partner with BI/CS Ops on testing, validation, and rollout
Support introduction and pilot of an Implementation Score to improve visibility into early customer health
Ensure scores surface clear, actionable prioritization for CSMs/CAEs and tie directly to renewal risk signals and opportunity identification
Serve as the Scaled CX owner for Release Readiness across ~6 major product releases annually
Partner with Product, BI, PMM, and Enablement to define telemetry requirements, evaluate 30/60/90 day adoption performance, and surface customer friction
Launch automated adoption playbooks aligned to each release and ensure new features are incorporated into scoring, journeys, and playbooks
Identify and coordinate customer communications or in-product changes needed to support adoption
Build and own a repeatable framework for measuring adoption lift attributable to training, certification, Accelerators, self-service content, and in-product guidance
Translate findings into prioritized roadmap recommendations for the Scaled CX organization
Partner with Product, Sales, and early customers to define MVP adoption motions for incubation products (e.g., Jurist)
Ensure emerging product teams have the data, insights, and playbooks needed for successful customer onboarding and expansion
Collaborate with Documentation, Learning Experience, and Product to identify where AI-powered help, walkthroughs, or in-product guidance can reduce customer effort and accelerate adoption
Support telemetry and insights needed to measure and optimize these experiences
Qualification
Required
5–7+ years of experience in Customer Success, Scaled Programs, Customer Insights, Product Operations, or similar roles in SaaS
Strong analytical instincts and comfort synthesizing product telemetry, customer behavior data, and KPI frameworks
Proven ability to design, launch, and optimize lifecycle programs at scale
Exceptional communication and storytelling skills - able to influence across Product, GTM, and Customer Outcomes
Experience writing customer-facing content (playbooks, emails, guides) with clarity and action-orientation
Ability to lead complex cross-functional initiatives with consistency, structure, and accountability
Preferred
Experience with customer health scoring models, predictive analytics, or ML-powered insights
Familiarity with contracting workflows, CLM, or enterprise SaaS adoption patterns
Prior exposure to Gainsight, Catalyst, Pendo, or similar lifecycle automation tools
Background in community, education, or scaled learning programs
Benefits
100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy-up plan options available
Market-leading leave policies, including gender-neutral parental leave and compassionate leave
Family forming support through Maven for you and your partner
Paid time off - take the time you need, when you need it
Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
Mental health support through Modern Health, including therapy, coaching, and digital tools
Pre-tax commuter benefits (US Employees)
401(k) plan with Fidelity with employer match (US Employees)
Regular team events to connect, recharge, and have fun
And most importantly: the opportunity to help build the company you want to work at
Company
Ironclad
Ironclad is a contract lifecycle management platform used by companies to handle every type of contract workflow.
501-1000 employees
H1B Sponsorship
Ironclad has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (21)
2024 (14)
2023 (21)
2022 (14)
2021 (13)
2020 (9)
Funding
Current Stage
Late StageTotal Funding
$334MKey Investors
Franklin TempletonBondY Combinator
2022-01-18Series E· $150M
2020-12-21Series D· $100M
2019-09-17Series C· $50M
Leadership Team
Daniel Springer
Chief Executive Officer
Cai GoGwilt
Co-Founder and Chief Architect
Recent News
Soma Capital
2026-01-07
2025-12-16
Company data provided by crunchbase