System Adoption & Enablement Lead

About the role

The System Adoption and Enablement Lead owns how the Platform is introduced, explained, adopted, and reinforced across the organization. This role sits at the intersection of Product, Success, Operations, and end users, serving as the human layer between system complexity and user confidence.

This is a strategic enablement function, not a help desk or documentation role. The Enablement Lead is responsible for adoption velocity and confidence across the organization: ensuring features land clearly, workflows are understood, friction is surfaced early, users feel supported, and product improvements are grounded in real-world behavior.

What you'll do

• Live Demos & Rollouts
• Lead live platform demos for new feature launches, workflow updates, and team onboarding
• Present the Platform in a clear, structured, and confident manner to audiences ranging from frontline users to leadership
• Translate technical functionality into operational value so users understand not just what changed, but why it matters to their work

Training & Education

• Build and deliver training sessions, office hours, and role-specific walkthroughs tailored to how different teams use the platform
• Create and maintain enablement materials including guides, SOPs, videos, and structured documentation
• Own and continuously update onboarding playbooks for new hires joining teams that rely on the Platform

Adoption Monitoring

• Track user behavior and engagement patterns to identify where adoption is strong and where it is breaking down
• Identify friction and confusion early, before it becomes embedded as workarounds or avoidance
• Surface recurring themes and patterns to the Product team with enough context to act on them
• Distinguish between training issues (users do not understand the feature) and product issues (the feature does not work as intended)

Feedback Bridge

• Collect structured feedback from users through office hours, surveys, and direct observation
• Partner with the Product Manager to convert friction patterns into prioritized, actionable product insights
• Ensure the user voice is consistently represented in roadmap conversations and feature prioritization

Change Management

• Prepare teams ahead of major the Platform changes: communicate what is changing, why it is changing, and how it affects their day-to-day workflows
• Reduce resistance to change by increasing clarity and giving users time to adapt before changes go live
• Reinforce new workflows through repeated touchpoints until they become default behavior, not exceptions

Qualifications

• The strongest candidates will bring:
• 8 to 10 years in enablement, solutions consulting, customer success, or product education
• Strong presentation and facilitation skills, including comfort demoing live software to varied audiences
• Ability to simplify complex systems without oversimplifying: users should feel capable, not condescended to
• High emotional intelligence and pattern recognition around user behavior and resistance
• Confidence engaging both frontline end users and senior leadership
• Experience in Salesforce-heavy environments

Bonus experience includes:

• Internal tools adoption and change management in operational environments
• Exposure to AI-enabled systems and automation workflows
• Comfort with technical terminology including APIs, automation, and data models