Head of Product Adoption

Location: London (Hybrid – 2 days in the office, 3 days at home)

Salary: £100,000 – £115,000 + 15% bonus 

The opportunity

Our client is looking for a Head of Product Adoption to build a brand-new capability that sits at the heart of their next phase of growth.

Working across Product, Customer Success, Professional Services, Sales and Marketing, you’ll define how new platform capabilities are launched, adopted and embedded by customers. From shaping internal launch readiness to supporting early customer programmes, you’ll ensure new products move smoothly from development into successful customer adoption.

This is a genuine opportunity to build something from the ground up. There isn’t a predefined playbook or established team waiting for you to manage. Instead, you’ll create the processes, frameworks and operating model that will scale as the business grows, while helping recruit and develop the team around you.

If you enjoy bringing structure to ambiguity, working across multiple disciplines and helping turn great products into successful customer outcomes, this is an opportunity to make a lasting impact.

About our client

Our client is a fast-growing B2B fintech developing software that helps enterprise organisations simplify complex operational workflows and improve business performance. Their platform is trusted by leading organisations, and as they continue to expand their product offering, they’re investing in the people and processes that ensure customers successfully adopt new capabilities.

Innovation moves quickly, which means customer enablement, internal readiness and cross-functional collaboration have become critical to the company’s continued success.

What you will be doing

• Own the launch readiness process for new platform capabilities, coordinating activity across Product, Sales, Marketing, Customer Success and Professional Services.
• Create the frameworks, governance and processes that ensure new functionality is successfully introduced to both customers and internal teams.
• Partner closely with Product during early customer programmes, helping shape solutions through practical customer feedback and operational insight.
• Support strategic customer implementations, providing guidance on complex adoption and change management initiatives.
• Build scalable enablement programmes that combine modern AI tools, automation and structured learning to improve customer adoption.
• Develop repeatable delivery standards that improve consistency across customer projects.
• Capture customer feedback and market insight, ensuring it informs future product development and launch planning.
• Build and develop a high-performing product adoption function as the business continues to grow.

What success looks like

Within your first 6 to 12 months:

• New platform launches are delivered smoothly with strong alignment across Product, Commercial and Customer teams.
• Customers adopt new capabilities quickly and confidently, achieving measurable value from the platform.
• AI-powered enablement becomes an integral part of how knowledge is created, maintained and delivered.
• Internal teams feel well prepared to support customers through new product launches.
• A scalable product adoption function is established with clear ownership, repeatable processes and strong cross-functional collaboration.

What our client is looking for

Experience

• Experience leading customer adoption, implementation, consulting or professional services within a B2B SaaS environment.
• An understanding of how finance teams work would be a distinct advantage. 
• A track record of managing complex cross-functional programmes involving product, customer success, sales and other business functions.
• Experience launching new products, services or customer programmes in a fast-paced software business.
• Previous leadership experience, including building teams, coaching colleagues or developing new capabilities.

Skills and mindset

• An excellent programme manager who naturally brings people together and keeps complex initiatives moving.
• Comfortable operating without a predefined playbook and excited by building new processes from scratch.
• Strong commercial awareness with the ability to balance customer needs, product priorities and business objectives.
• Curious, adaptable and highly collaborative, with the confidence to influence stakeholders across multiple teams.
• Passionate about using modern AI tools and automation to improve customer enablement and operational efficiency.

The interview process

• Introductory conversation with the Talent team.
• Interview with the hiring manager.
• Strategy presentation focused on product adoption and launch readiness.
• Final leadership interview.

Job Features

Job Category

Customer Success, Product Management