Customer Adoption Manager

WE'RE ALTURA, AN AMBITIOUS AI SAAS STARTUP BUILT FOR THE TEAMS WHO RUN COMPLEX BIDS & TENDERS! We help organisations win large, multi-stakeholder tenders and RFPs. Altura turns bid management from a tactical bottleneck into a strategic capability, so commercial teams can pursue the right deals faster, respond with confidence, and compound the knowledge they build with every bid. Our platform runs on AI workflows purpose-built for bid management, paired with in-platform collaboration and enterprise-grade foundations. We're building the category, not catching up to it. With fresh funding, big ambitions, and a fast-growing team, we're just getting started. If you value innovation, thrive in collaboration, and want to make real impact, we'd love to have you on board. Let's work together! THE ROLE This position owns the most critical stretch of the customer journey: the moment between signing and thriving. You will own every new customer onboarding and implementation end-to-end. You take customers from a signed contract to a fully working setup where the product is embedded in their daily workflow. Once a customer is live, your job doesn't stop there. You monitor usage and adoption signals across our full portfolio — as well as what's shipping in the product — and act on what you see: re-engaging customers who are drifting, re-onboarding where needed, driving adoption of new product capabilities, and spotting expansion opportunities. Think of it in two modes: - Defensive: catch disengagement early. If usage drops or a customer never fully adopted a workflow, you notice first and intervene. - Offensive: two distinct motions. You push newly shipped features to the customers who'd benefit from them, driving adoption yourself. And separately, you spot commercial expansion opportunities — a new team, a deeper use case — and tee those up for the sales team. Your first months are designed as a fast ramp: you'll run platform migrations for existing customers alongside the CS team, learning our product and our customers from the inside. The playbook you build there becomes the one you own for all new customer implementations. WHAT YOU'LL DO - Own all new customer onboarding and implementations, from kickoff to go-live - Join CSM-led discovery sessions to understand each customer's workflows, then translate that diagnosis into a working setup in the product - Build customer workflows in the platform (no deep technical background needed, we'll teach you in a day) - Monitor adoption and usage signals across the customer base using our tooling (Impact Pilot, PostHog, Hubspot, Gong, our own GT-MOS) and turn signals into action - Flag at-risk accounts and run re-onboarding or re-activation plays - Find upsell and expansion signals and execute on them - Build and continuously improve our onboarding and implementation playbooks: you'll shape how this function works, not just execute it WHO YOU ARE We care about skills and drive, not your previous job title. - Early in your career and hungry – you want real ownership, and you move fast - Entrepreneurial: ambiguity energises you rather than paralyses you. You'd rather write the playbook than inherit one - Highly communicative: you'll be the face of Altura during the most formative weeks of every customer relationship, comfortable driving customers to a deadline and training groups - A process thinker: you see how work flows through a team, spot where it breaks, and can map it into software - Analytical enough to read usage data, form a hypothesis about what's happening, and turn it into action - A consulting or similar diagnostic background is a strong plus: much of this role is understanding how a customer works before building anything - Fluent in Dutch and English: our portfolio works across Dutch-speaking markets, and we operate internally in English HOW SUCCESS IS MEASURED Your bonus is tied directly to the two outcomes this role exists to deliver: - Implementations delivered successfully withi…