Product Adoption Manager

CaptivateIQ is a leading sales commission platform — recognized by industry analysts, including Forrester, as well as reputable marketplaces like G2. We are trusted by category leaders and innovators like Gong, Lattice, and DataRobot.

With backing from Sequoia, Accel, ICONIQ, and other leading investors, CaptivateIQ is on a mission to enable every company to take control of commission management.

Come and see why Glassdoor and Comparably have recognized CaptivateIQ as a best place to work!

About the Role:

As a Product Adoption Manager (PAM), you will be responsible for ensuring the technical success and satisfaction of our customers. You will work closely with customers to understand their needs, provide expert guidance on our platform, and help them achieve their business goals through effective use of our solutions. With an increased focus on training, you will lead customer education initiatives, equipping users to maximize the value of our platform. This role requires strong user empathy to discern customer needs, strategic thinking to understand the broader product implications, and the ability to translate complex technical concepts into clear, benefits-driven training sessions. You will interact with customers both 1:1 and at scale, helping drive their success through impactful training, technical guidance, and enhancing the overall customer journey.

Responsibilities:

• Customer Onboarding and Training: Lead the technical onboarding process for new customers and deliver training sessions across various formats—including in-person, virtual, and webinars. Educate customers on product features, best practices, and updates, tailoring content to drive adoption and set customers up for long-term success.
• Technical Guidance and Consulting: Provide strategic advice and consultative guidance to help customers optimize their use of our platform and align it with their business objectives, prioritizing solutions that enhance their overall journey.
• Product Expertise and Enablement: Gain a deep understanding of our products and stay updated on new features and product advancements to ensure customers receive current, relevant, and benefits-focused guidance throughout their journey.
• Knowledge Base and Content Development: Contribute to the creation, maintenance, and continuous improvement of knowledge base articles, short-form content, and other resources that support customer education, empower product use, and drive self-sufficiency.
• Customer Advocacy and Feedback Loop: Serve as a voice of the customer within the company, identifying key needs and pain points, and providing actionable feedback to product and engineering teams for continuous improvement and product evolution.
• Cross-Functional Collaboration: Partner closely with product, marketing, professional services, and other internal teams to ensure a seamless and cohesive experience throughout the customer journey, driving alignment on customer needs and value delivery.
• Customer Success Strategy and Optimization: Contribute to the overall customer success strategy by offering insights and recommendations based on customer interactions and feedback, aiming to elevate the customer journey and promote sustained product adoption

Requirements:

• 3+ years in a technical customer-facing role, such as Technical Support Engineer, Solutions Engineer, Professional Services Consultant, Technical Account Manager, Pre-sales Engineer, Software Trainer, OR in a role focused on Incentive Compensation Management (ICM) or Sales Performance Management (SPM).
• Technical Skills: Strong technical background with experience in software, cloud platforms, and/or SaaS applications, and the ability to quickly learn and understand complex technical concepts and products, with a focus on empowering users through education.
• Problem-Solving and System Thinking: Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues while considering the broader system and product implications of decisions.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information clearly and effectively to both technical and non-technical audiences, including translating features into benefits.
• Presentation and Training Skills: Proven ability to deliver engaging and effective training sessions to diverse audiences in various formats (in-person, virtual, webinars), enhancing the overall customer journey.
• User Empathy and Customer Focus: A strong customer-centric mindset with a passion for understanding and advocating for customer needs, ensuring that solutions are aligned with customer benefits and success.
• Project Management: Demonstrated ability to manage multiple projects simultaneously, prioritize effectively, and deliver results within tight deadlines.
• Adaptability and Continuous Learning: Comfortable working in a fast-paced, dynamic environment with the ability to quickly adapt to new technologies, processes, and evolving customer needs.
• Willingness to Travel: Ability to travel up to 10-15% as needed for customer training sessions, workshops, and other events.

Bonus Points:

• Industry Experience: Experience in sales commission, data modeling, analytics, and/or commissions software.
• Technical Writing: Experience creating technical documentation, training materials, or knowledge base articles.
• Consulting Experience: Experience working with consulting firms on plan design or compensation consulting.

Benefits:

• (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
• Flexible vacation days and quarterly mental health days so you can recharge
• Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
• One time work from home stipend & annual stipends for professional development and caretaking 
• Virtual team lunches to keep you connected
• (US-ONLY) 401k plan to participate in and save towards the future
• Newest Apple products to help you do your best work
• Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent

Notice to Prospective Candidates:

• Only emails from @captivateiq.com should be trusted.

We are aware of active recruitment scams using the CaptivateIQ name, in which individuals pose as our recruiters and post fake remote job openings and make fake job offers on the Internet. Please note, we will never do the following:

• Attempt to correspond with a candidate using a free web-based account, such as an email address that ends in @gmail.com, @yahoo.com, @hotmail.com, etc. 
• Make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology.
• Ask candidates to cash checks to buy equipment on behalf of CaptivateIQ.
• Ask candidates to make a payment in order to be considered for a position.
• Make early requests for candidates' personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etc.
• Please note that we’ll only ask for more sensitive personal information in connection with background checks after an offer is made.

CaptivateIQ participates in E-Verify, web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States