Lead - Product Adoption (US Shift)

Job Description Lead a team of Adoption Specialists within our Adoption Advisory team - driving product adoption, increasing customer value, and reducing churn across Freshworks' scaled and digital customer segments. About the Role As Lead, Product Adoption, you will manage a team of Adoption Specialists focused on driving measurable adoption and retention outcomes for Freshworks' scaled and digital customer base. You are accountable for the strategy, execution, and results of a portfolio of adoption programs - from onboarding acceleration to feature enablement to churn intervention. You will partner with Customer Success leaders and Adoption Program Managers to make our scaled customer motion work at Freshworks' 75,000+ customer scale. What You'll Lead Adoption Strategy & Execution - Own the Adoption Advisory team’s roadmap and execution across the scaled and digital customer segments - Support adoption campaigns and programs - compelling webinars, Adoption Accelerator offerings, feature adoption plays, and health-based interventions - Maintain a reporting cadence for adoption performance, and be accountable for results - Partner with Product on release adoption plays that drive uptake of new features and capabilities Team Leadership - Manage, coach, and develop a team of Adoption Specialists — owning hiring, performance, and career development - Set team priorities and delivery standards; remove blockers and ensure focus on the highest-impact work - Be the primary point of escalation between the Adoption team and cross-functional partners Churn Reduction - Partner with our Customer Success team to identify at-risk customers in the scaled segment and design proactive interventions - Own the design and iteration of churn reduction plays targeted at digital and scaled customers - Partner with Operations to track and report on churn impact of adoption programs — retention lift, save rate, and NRR contribution How Success is Measured - Product adoption rates across scaled and digital customer cohorts and customers your team advises (feature-level and portfolio-level) - Churn rate reduction attributed to adoption programs - Onboarding time-to-value for scaled and digital customers - Team performance: Adoption Specialist goal attainment and engagement