Technical Adoption Manager

Drive product usage and enable customers to effectively use their Vena solution to achieve intended business outcomes

Partner with customers and internal teams to create and execute adoption plans aligned to Customer Health and Renewal Playbook strategies

Shape and guide architectural and configuration changes to help customers fully realize the benefits of the Vena platform

Take ownership of adoption and retention-related KPIs, including NRR/GRR, product utilization metrics, and customer adoption score

Monitor product usage and customer health signals to identify risks, opportunities for improvement, and areas requiring intervention

Manage multiple customer health plans concurrently, ensuring timely delivery of activation, adoption, and value realization initiatives

Identify and address adoption challenges by working cross-functionally to deliver effective solutions

Serve as a trusted customer advocate and advisor, representing customer needs internally to influence product roadmaps, features, market offerings, and events while also guiding customers on best practices for reporting, planning and budgeting to maximize the platform

Lead and coordinate resolution of technical, configuration, and performance-related issues in partnership with Account Managers, Adoption Consultants, and Solution Architects

Identify and develop customer advocates while supporting customer education through training sessions, webinars, and enablement initiatives that showcase success stories and drive adoption

Travel as needed to client events and on-site engagements

5+ years of experience in Technical Account Management, Customer Success, Professional Services, or Technical Consulting within a SaaS organization

Experience supporting complex customer environments, high-risk accounts, or retention-focused initiatives; FP&A or Accounting experience preferred

Hands-on experience implementing, configuring, or supporting complex SaaS solutions, with the ability to understand and explain end-to-end customer architectures

Proven experience leading technical discussions, troubleshooting issues, and guiding solution design or remediation efforts

Experience managing a portfolio of customers with a strong track record of delivering high-quality customer outcomes

Strong organizational, time management, and prioritization skills, with the ability to manage multiple workstreams and shifting priorities

Ability to meet milestones and deadlines while maintaining accuracy, reliability, and attention to detail

Comfortable working independently in a self-managed environment while collaborating effectively within cross-functional teams

Demonstrated problem-solving skills, including the ability to identify gaps in process or execution and proactively recommend improvements

Experience using CRM and Customer Success tools such as Salesforce, Gainsight, or similar platforms

Base salary range $85,459-$115,621 CAD *Our salaries are tailored to roles, levels and locations. Your individual pay within this range is influenced by factors like work location, skills, experience and education. As you progress in your role, your compensation may adapt, offering flexibility for growth beyond initial levels. For specifics, your recruiter will provide details and address any questions during the hiring process.