Adoption Lead – Manufacturing Saas

Adoption Lead - Manufacturing SaaS Assistant Manager Deputy Manager Function Customer Success Reporting to Manager Experience 3-5 years Location Kolkata with extensive travel across India No of Positions 1 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 3-5 years of experience in customer success software digital system implementation or post-sales ideally in manufacturing industrial automation or ERP MES systems Experience managing or mentoring distributed teams Strong verbal and written communication in English and Hindi additional regional languages a plus Strong customer-facing skills and stakeholder management experience Willingness to travel extensively across India 50-60 travel expected Proficiency in tools such as Zoho Gainsight HubSpot or similar CRMs 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