Job Description
ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.
Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.
Game-changers, innovators, culture-lovers—and humankind.
We invite discovery and debate. We recognize key moments as milestones.
We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.
Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!
General Summary:
The Manager, Product Adoption leads a team of Product Adoption Specialists responsible for driving successful product adoption and utilization across ConnectWise’s partner ecosystem. This role works in partnership with Partner Success leadership to develop and execute adoption strategies, scale enablement programs, and optimize the partner onboarding-to-value journey. The Manager is accountable for team performance, process optimization, adoption methodology development, and ensuring consistent execution of change management best practices across a high-volume portfolio of partner engagements. This leader balances hands-on coaching and team development with strategic program design and cross-functional collaboration to maximize product adoption outcomes and accelerate partner time-to-value.
Essential Duties and Responsibilities:
Team Leadership & Development
· Recruits, hires, onboards, and develops a team of 4-5 Product Adoption Specialists, providing ongoing coaching, performance management, and career development support.
· Establishes clear performance expectations, monitors individual and team metrics, and conducts regular one-on-ones to drive accountability and professional growth.
· Creates learning and development programs to build team expertise in product knowledge, change management methodologies, training delivery, and consultative engagement skills.
· Manages workload distribution across the team, ensuring appropriate assignment of partner accounts based on complexity, specialist capacity, and development opportunities.
Adoption Strategy & Program Development
· Designs and implements scalable product adoption frameworks, methodologies, and playbooks aligned with ConnectWise product portfolio and partner segmentation strategies.
· Develops adoption success criteria, milestone definitions, and utilization benchmarks for each product line, ensuring consistency in partner graduation to Partner Success.
· Creates and maintains adoption content library including training materials, enablement resources, best practice guides, and partner-facing documentation.
· Establishes change management standards and toolkits to equip specialists with proven techniques for driving organizational adoption within partner businesses.
Performance Management & Metrics
· Defines and tracks key performance indicators including time-to-milestones, adoption completion rates, utilization attainment, partner satisfaction scores, and specialist productivity metrics.
· Analyzes adoption trends, identifies at-risk cohorts, and implements data-driven interventions to improve completion rates and reduce time-to-adoption.
· Delivers regular reporting to Partner Success leadership on team performance, adoption funnel health, resource utilization, and program effectiveness.
· Conducts quality assurance reviews of partner engagements, providing feedback to specialists and identifying opportunities for process improvement.
Cross-Functional Collaboration & Escalation Management
· Partners with Sales, Implementation, Technical Support, Product Management, and Partner Success teams to optimize partner handoffs and ensure seamless adoption experience.
· Serves as escalation point for complex adoption challenges, partner dissatisfaction, or technical blockers requiring senior-level intervention or cross-functional coordination.
· Collaborates with Product Management to provide feedback on adoption friction points, feature gaps, and product enhancement opportunities based on frontline team insights.
· Works with Customer Success Operations to refine adoption workflows, technology stack, and automation strategies that improve team efficiency and partner experience.
Strategic Planning & Process Optimization
· Develops quarterly and annual adoption goals aligned with Partner Success objectives, revenue targets, and product launch priorities.
· Identifies opportunities to automate, standardize, or scale adoption processes through technology enablement, digital engagement, or self-service resources.
· Manages capacity planning and resource forecasting to ensure appropriate specialist-to-partner ratios as business scales.
· Stays current on industry best practices in customer onboarding, digital adoption, and change management, integrating relevant innovations into ConnectWise programs.
Knowledge, Skills, And/or Abilities Required:
Proven track record of building, developing, and leading high-performing customer-facing teams in fast-paced, metrics-driven environments.
· Deep expertise in change management methodologies (ADKAR, Prosci, Kotter) with demonstrated ability to design and scale adoption programs across diverse customer segments.
· Strong technical acumen with ability to understand complex software platforms and translate technical concepts into business value for both team members and customers.
· Exceptional leadership and coaching skills with ability to inspire, develop, and hold team members accountable to high performance standards.
· Data-driven decision-making capabilities with proficiency in analyzing adoption metrics, identifying trends, and implementing evidence-based improvements.
· Excellent communication and presentation skills with ability to influence cross-functional stakeholders and present confidently to senior leadership.
· Strategic thinking combined with operational excellence—able to balance big-picture program design with tactical execution and process refinement.
· Experience with customer success platforms Gainsight, Salesforce and business intelligence tools Power BI.
· Project management capabilities with ability to coordinate complex cross-functional initiatives and drive them to successful completion.
· Demonstrated ability to thrive in ambiguous, evolving environments while maintaining focus on results and team morale.
Educational, Vocational, Previous Experience Recommendations
Bachelor’s degree in related field or equivalent business experience
· 2+ years of experience in customer success, onboarding, adoption, implementation, or related customer-facing roles within B2B SaaS, with at least 2 years in a people management capacity.
· Experience in the MSP industry, IT services sector, or with PSA, RMM, cybersecurity, or business management software strongly preferred.
· 2+ years of managerial experience
Working conditions:
Onsite/Hybrid/Remote depending on location
· 0-10% travel may be required
ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.
The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at [email protected] or 1-800-671-6898.
