Customer Success Adoption Manager

Customer Success Adoption Manager

An Amazing Career Opportunity for a Customer Success Adoption Manager!! Location: Austin, Texas Job ID: 51699 The Customer Success Adoption Manager owns customer adoption and operational performance for HID's EDI, Webshop, and Customer Command Center tools. The role guides customers through onboarding, change, and ongoing optimization; manages escalations; and turns customer and operational insights into measurable improvements.

HID powers the trusted identities of the world's people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees.

As our Customer Success Adoption Manager, you'll support HID's success by:

• Owning the customer experience and operational success of HID's EDI, Webshop, and Customer Command Center tools.
• Leading customer onboarding, training, go-live readiness, stabilization, and adoption for assigned digital tools and trading partners.
• Serving as the customer-facing owner for incidents and escalations, coordinating communications, business-impact assessments, and resolution follow-through.
• Monitoring adoption, access, transaction quality, order holds, processing delays, and recurring customer friction; identifying risks before they escalate.
• Partnering with technical teams to resolve data, configuration, mapping, integration, portal, and downstream order-processing issues.
• Leading root-cause reviews and corrective actions for recurring issues, with clear owners, due dates, validation, and customer communication.
• Coordinating user acceptance testing and business readiness for releases, ERP changes, portal enhancements, and new transaction types.
• Creating and maintaining customer-facing and internal enablement materials, including training resources, workflow guidance, and readiness checklists.
• Driving adoption of digital and self-service workflows that improve transaction quality, reduce manual work, and improve customer outcomes.
• Conducting recurring customer and internal business reviews; translating usage, performance, and feedback into clear improvement actions.
• Maintaining customer profiles, trading-partner requirements, access details, escalation paths, test evidence, and change history.
• Building health reporting and partnering across Sales, NAM PACS Customer Operations, Order Management, Supply Chain, Product, and Technology to improve the end-to-end experience.

Your Experience and Background include:

• Bachelor's degree in business, supply chain, information systems, operations, or a related field, or equivalent practical experience.
• Two or more years of experience in customer success, digital customer platforms, e-commerce, EDI, technical account management, order management, B2B integration, or supply-chain operations.
• Experience owning customer adoption, utilization, health, and operational performance for customer-facing technology or digital tools.
• Working knowledge of EDI transaction flows and web-based customer tools, including onboarding, access, order processing, issue management, and user enablement.
• Demonstrated experience managing customer incidents, cross-functional escalations, root-cause analysis, and corrective actions.
• Experience leading operational reviews, change management, user acceptance testing, or readiness planning for systems and process changes.
• Strong analytical skills and the ability to use customer, adoption, transaction, and operational data to identify trends and measure results.
• Clear communication, documentation, facilitation, prioritization, and follow-through skills, with the ability to influence cross-functional teams without direct authority.
• Experience with ERP, CRM, ticketing, e-commerce, customer portal, analytics, or order-management systems.
• Experience with EDI mapping, partner certification, integration platforms, ANSI X12 transactions, VAN, AS2, SFTP, APIs, or managed file transfer is preferred.
• Experience supporting distributors, resellers, manufacturers, or complex B2B supply chains is preferred.

What we can offer you:

• Competitive salary and rewards package
• Competitive benefits and annual leave offering, allowing for work-life balance
• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential

To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds

Empowerment: You'll work as part of a global team in a flexible work environment, learning and enhancing your expertise.

Innovation: You embrace challenges and want to drive change. You'll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes.

Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we consider all qualified applicants without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic.

Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity.