Role Summary: We are scaling fast—onboarding 30+ customers each quarter. To ensure our adoption engine doesn’t lose momentum, we are hiring an Adoption Lead to manage regional onboarding, drive customer activation, and standardize post-sale processes across geographies. This role will strengthen the second line of leadership and reduce dependency on the current Adoption Head, who will transition into strategic initiatives.

 

3. Key Responsibilities
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Adoption Ownership (Pan India) Lead onboarding and adoption across regions (South, West, East, etc.) Represent NowPurchase at high-stakes customer locations for smooth go-lives and escalations
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Team Leadership Mentor and review performance of a distributed team of Customer Success Executives Drive alignment on SOPs, onboarding frameworks, and regional rollout discipline
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Onboarding Strategy & Execution Plan structured rollout calendars in collaboration with the product and delivery teams Ensure clients are onboarded with uniformity, precision, and effectiveness
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Customer Engagement & Success Own customer activation and value realization milestones for MetalCloud Track customer health and intervene with timely solutions where needed
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Escalation & Problem Solving Serve as the escalation point for adoption issues and resolve through collaboration with Product, Tech, and Support teams

Metrics & Reporting Track KPIs such as activation time, account readiness, and engagement Publish monthly reports on regional adoption performance to CX leadership
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Growth Enablement Leverage onboarding feedback to surface upsell opportunities Partner with Customer Success Managers on renewals and expansion strategies
4. Qualifications & Experience
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3–5 years of experience in Customer Success, Implementation, or Post-Sales in a B2B SaaS setup
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Strong leadership capabilities with prior experience mentoring regional teams
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Excellent communication skills in both English and Hindi
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Comfortable with frequent travel across India
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Hands-on experience with CRM and CS tools like Zoho, Gainsight, or HubSpot
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Graduate degree in Engineering, Business, or equivalent

 

5. Good to Have
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Experience in manufacturing or industrial-tech domains
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Familiarity with SaaS success metrics—activation, adoption, retention, churn
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Exposure to scaling post-sales or onboarding teams in high-growth environments