[Hiring] Product Adoption Manager @Accela

Role Description

OpenCounter is Accela’s pre-application front door, helping residents and business owners understand permit requirements, costs, and next steps before they apply. The Product Adoption Manager owns the post-implementation window where adoption is critical. You will:

• Carry each agency through its first six to nine months.
• Train staff broadly and confirm guides are published where residents start.
• Return on a cadence until adoption holds.
• Work with the customer base in three groups, each with a different purpose.
• Serve as Product’s direct view into how agency staff use OpenCounter day to day.
• Feed insights about user challenges into the roadmap.

Qualifications

• Bachelor’s degree in a relevant field or equivalent work experience.
• 5+ years taking government or enterprise SaaS customers live and through adoption.
• Exceptional training and facilitation skills.
• Experience driving voluntary adoption of a product or process inside an organization.
• Experience working inside a city, county, or state agency.
• Experience launching a new product or module into an existing customer base.
• Subject matter knowledge of municipal permitting, planning, or licensing.
• Comfort using product and usage data to assess adoption.

Requirements

• Own adoption across the full OpenCounter customer lifecycle.
• Launch new agencies with the training, placement, and early follow-up needed for adoption.
• Re-engage recently launched agencies to deepen staff use and close training gaps.
• Monitor mature accounts for renewal risk and usage signals.
• Review new features and changes before they reach production.
• Carry field observation of how agency staff use the product back into the roadmap.
• Travel to customer sites for launch training and business reviews (10-20% travel required).

Benefits

• Annual base salary range: $120,000-$135,000 (less applicable taxes).
• Eligibility for an annual bonus target based on company and individual goal achievement.
• Generous benefits package including flexible time off, comprehensive medical, dental, and vision plans.
• Family planning benefits and 401(k) retirement savings plan with company match.
• Health savings account with company contributions and flexible spending account.
• Life, accident, and disability coverage.
• Business travel insurance and employee assistance programs.