Adoption Lead-Customer Success-Manufacturing SaaS

Position – Adoption Lead, Customer Success-Manufacturing SaaS
Designation – Assistant Manager/Deputy Manager
Function – Customer Success
Reporting to – Manager
Experience – 3–6 Yrs
Location – Kolkata
Qualification – Diploma / B.Tech in Mechanical, Metallurgy, Production, or related
disciplines
About the Company :
We are a fast-growing B2B SaaS company on a mission to transform India's metal manufacturing sector , a $140B industry that powers transportation, construction, and machinery.
Our flagship digital platform helps foundries and steel plants streamline procurement of critical raw materials such as scrap, pig iron, ferroalloys, and additives — ensuring faster sourcing, transparent pricing, and reliable supply chains .
By combining deep manufacturing domain expertise with advanced technology, we enable factories to optimize production processes, reduce downtime, and increase profitability.
With 250+ manufacturing facilities already using our platform and expansion into multiple new industrial clusters underway, we are building the digital backbone for one of India's most vital industries.
Role Overview
We are looking for a dynamic and proactive Adoption Lead to oversee customer onboarding, engagement, and growth for our flagship SaaS platform across India. With 30+ new client onboardings every quarter , this role is critical to building scalable adoption processes, reducing dependency on the current lead, and strengthening second-line leadership in the customer success function.
The role will involve a 60% focus on product adoption and onboarding and a 40% focus on upselling and cross-selling to maximize customer lifetime value.
Key Responsibilities
Adoption & Onboarding (60%)
Lead and manage onboarding and product adoption for manufacturing customers across South, West, and East India.
Travel extensively to client locations for implementation, key account reviews, or escalations.
Mentor and guide a distributed team of Customer Success Executives.
Standardize onboarding processes, training modules, and SOPs for scalability.
Plan rollouts and ensure timely, effective product implementations.
Drive customer activation, usage, and early value realization.
Act as the escalation point for onboarding or adoption blockers.
Track KPIs such as activation time, engagement, and retention readiness.
Upselling & Cross-Selling (40%)
Identify revenue expansion opportunities through customer data and feedback.
Build relationships with key stakeholders to position premium features or value-added services.
Collaborate with Customer Success Managers on renewal readiness and account growth.
Team Building & Expansion
Hire and manage local adoption resources in new Foundry clusters as we expand geographically.
Implement a structured knowledge-transfer system to maintain consistent onboarding quality.
Desired Attributes
● 3–6 years of experience in customer success, implementation, or
post-sales—preferably in a B2B SaaS setup.
● Hands-on experience managing or mentoring distributed teams.
● Excellent verbal and written communication skills in English and Hindi.
● Strong customer-facing capabilities and stakeholder management.
● Willingness to travel extensively across India.
● Proficient in tools such as Zoho, Gainsight, HubSpot, or similar CRMs.
● Strong in cross-functional collaboration and team ownership.
● Skilled in Excel/GSheets, reporting, and analysis.
Compensation & Benefits
Compensation: As per industry standards & candidate pedigree.
Group Medical Insurance: ₹3 lakhs floater for the family (including parents, spouse, and children) with optional top-up.
Leave Benefits: Generous leave structure including maternity & paternity leave.
Work Perks: Snacks on the house.
Hiring Process
Screening of applicants & telephonic discussion with HR.
F2F/Video discussion with Hiring Managers.
Mettl Assessments.
Final round interview with Director.
Email communication on final feedback.

---