Customer Adoption Manager

Job description

The Role Plexus clients can go live in minutes, not months. That’s the product’s edge. This role makes sure clients actually feel it. This role sits inside Account Management. You own everything between a contract being signed and a client being fully embedded. Adoption drives retention. Retention drives revenue. When clients use the product, they renew — and they expand. Account Managers walk into renewal conversations already set up to win. You make that happen. What You'll Do • Get every new client live and seeing value fast — without adding process or friction. • Own portfolio health — spot risk in the data before it becomes a renewal problem. • Partner with Account Managers so adoption depth opens the door for expansion. • Run onboarding sessions that leave clients more confident than when they walked in. • Improve the adoption playbook you inherit — don’t just run it. • Build self-serve resources that make clients independent, not dependent on you. What We're Looking For Non-negotiables • Client-facing experience owning adoption, onboarding, or customer success outcomes. • Comfort reading usage data and acting on it before clients ask for help. • Ability to make change feel safe to clients, not threatening. • Structured execution that runs a repeatable process across many clients cleanly. • Genuine, self-driven interest in AI — you go looking, you don’t wait. Ideal but flexible • Background in B2B SaaS or professional services. • Salesforce or similar CRM experience. • Workshop or train-the-trainer delivery experience. Why Plexus? • Work with legal teams at Coca-Cola, Nike, L’Oréal, PepsiCo, Woolworths, and Asahi. • Help build something new — the Legal Operating System is being defined right now. • Adoption work that connects directly to commercial outcomes — you’ll see your impact at renewal. • An AI-forward environment with modern tools and freedom to bring your own. • High autonomy and low bureaucracy — we hire owners and trust them to act. • Plexus is going somewhere — not a stable rest stop, but a business with momentum. About Plexus Legal protects 90% of enterprise value. In most organisations, it's still slow, expensive, and stretched impossibly thin — one lawyer for every 500 employees. Nine out of ten legal tasks go unsupported. Plexus is the Legal Operating System for the modern enterprise. We help in-house legal teams automate and scale legal work across the business — faster, with less cost, and less risk. We're trusted by Coca-Cola, Nike, L'Oréal, PepsiCo, Woolworths, and Asahi. Our clients report 65% productivity gains. We're not a law firm. We're not a traditional software company. We're building something new — and we're not done yet. We care less about your CV and more about how you work. The people who thrive at Plexus share three things: You get the job done — fast. You deliver outcomes, not activity. You don't wait for perfect information or perfect conditions. You figure it out, you ship it, you move on. If you say you'll do something, it's done. You're always getting better. You actively seek feedback and act on it. You pick up new tools and ways of working without waiting for a training course. You treat AI and technology as something to master, not avoid. Six months in, you should be noticeably better at your job than the day you started. You own the outcome. You don't wait for someone to remove blockers — you remove them yourself. You think about what the business needs, not just what your role description says. If something needs doing and you can do it, you do it.