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Salary: CAD 85,459 - 115,621 / annual
Vena Solutions seeks a Technical Adoption Manager to drive product adoption, optimization, and technical health for assigned customers post-implementation. This role focuses on customers with elevated risk, complexity, or churn exposure, providing hands-on technical guidance to enable effective workflows, resolve configuration and performance challenges, and ensure ongoing value realization.
Key Responsibilities:
- Drive product usage and enable customers to achieve intended business outcomes with their Vena solution
- Partner with customers and internal teams to create and execute adoption plans aligned to customer health and renewal strategies
- Guide architectural and configuration changes to help customers fully realize platform benefits
- Own adoption and retention KPIs including NRR/GRR, product utilization metrics, and customer adoption scores
- Monitor product usage and health signals to identify risks and improvement opportunities
- Manage multiple customer health plans concurrently, ensuring timely delivery of activation and value realization initiatives
- Work cross-functionally to identify and address adoption challenges
- Serve as a trusted customer advocate, representing customer needs internally to influence product roadmaps and guiding customers on best practices
- Lead resolution of technical, configuration, and performance issues in partnership with Account Managers, Adoption Consultants, and Solution Architects
- Identify and develop customer advocates through training sessions, webinars, and enablement initiatives
- Travel as needed to client events and on-site engagements
Requirements:
- 5+ years of experience in Technical Account Management, Customer Success, Professional Services, or Technical Consulting within a SaaS organization
- Experience supporting complex customer environments, high-risk accounts, or retention-focused initiatives; FP&A or Accounting experience preferred
- Hands-on experience implementing, configuring, or supporting complex SaaS solutions with ability to understand and explain end-to-end customer architectures
- Proven experience leading technical discussions, troubleshooting issues, and guiding solution design or remediation efforts
- Experience managing a portfolio of customers with strong track record of delivering high-quality outcomes
- Strong organizational, time management, and prioritization skills with ability to manage multiple workstreams and shifting priorities
- Ability to meet milestones and deadlines while maintaining accuracy, reliability, and attention to detail
- Comfortable working independently in self-managed environment while collaborating effectively within cross-functional teams
- Demonstrated problem-solving skills and ability to identify process gaps and recommend improvements
- Experience using CRM and Customer Success tools such as Salesforce, Gainsight, or similar platforms
