Agentic Workforce Adoption Manager

The Agentic Workforce Adoption Manager is responsible for driving the active adoption of SOCi’s AI-powered capabilities and ensuring customers realize measurable, high-value business outcomes.

This role plays a critical part in SOCi’s strategic evolution from a platform-centric solution to an AI-first, outcome-driven model. You will help customers transition from manually executing work within a platform to leveraging SOCi’s Agentic Workforce solutions to get work done autonomously.

Operating as a performance-driving specialist within the Customer Success organization, you will partner closely with Customer Success Managers (CSMs), Product, Sales, and Customer Delivery teams to identify adoption opportunities, eliminate friction, and accelerate time-to-value. You will work directly with customer teams to educate, guide, and influence behavior—ensuring our AI capabilities are fully embedded into their day-to-day operations to boost retention and account expansion.

Drive AI Adoption: Lead the transition of customer workflows from manual platform usage to AI agent-based execution across assigned accounts.

Accelerate Value Delivery: Shorten customer time-to-first-agent and accelerate time-to-value to ensure early, sustained success.

Enable Operational Shift: Help customers "hire, onboard, train, and operationalize" SOCi’s AI agents directly into their unique business processes.

Lead Customer Engagements: Structure and deliver high-quality discovery sessions, adoption workshops, webinars, and value realization reviews.

Cross-Functional Collaboration:

Partner with CSMs to identify, prioritize, and capture high-impact AI opportunities.

Collaborate with Product teams to provide structured feedback on adoption hurdles, customer needs, and feature prioritization.

Enable Sales and CS by providing positioning strategies, messaging, and playbooks that align AI adoption with growth opportunities.

Translate Capabilities to Value: Turn technical AI functionality into clear, outcome-oriented use cases aligned with customer business goals (e.g., ROI, efficiency gains, and business impact).

Build Playbooks: Develop, refine, and contribute to repeatable adoption frameworks, enablement materials, and best-practice playbooks.

Uncover & Remove Friction: Identify adoption barriers and work cross-functionally to clear operational and technical roadblocks for the customer.

4–6+ years of experience in Customer Success, Professional Services, Consulting, or relevant SaaS customer-facing roles.

Proven experience working directly with B2B SaaS customers in post-sale environments.

Demonstrated track record of driving software product adoption and successfully influencing user behavior change.

Exceptional communication, presentation, and customer enablement skills.

Ability to thrive and collaborate effectively across cross-functional teams in a fast-paced environment.

Bachelor’s degree or equivalent practical experience.