OUR WORK MODEL  

Hybrid: This is a hybrid role, requiring you to work from our London office 3 days per week, with flexibility to work remotely on other days.  

YOUR ROLE  

As a Customer Adoption & Enablement Specialist within Customer Success, you will act as a strategic enablement partner to Account Managers. When a training or adoption need is identified, you will lead the design and delivery of targeted, high-impact enablement engagements that drive measurable customer outcomes. 

You will own the training strategy and execution within your engagements - ensuring customers have the knowledge, workflows, and reinforcement plans required to embed Cognism into their daily operations.  

This role is pivotal in strengthening adoption, protecting revenue, and enabling expansion in a high-growth SaaS environment.  

YOUR CHALLENGES & OPPORTUNITIES  

• Partner with Account Managers - Collaborate closely with AMs to understand customer goals, business priorities and risk signals, translating these into structured training interventions.
• Activate & Empower Champions - Lead outcome-driven sessions for champions, administrators, and end users to build internal advocacy and sustained adoption.
• Deliver Workflow-Based Enablement - Connect Cognism functionality directly to customer workflows, use cases, KPIs, and commercial objectives.
• Accelerate Time-to-Value - Reduce friction in onboarding and growth phases by clarifying best practices and reinforcing behavioural change.
• Mitigate Adoption Risk - Step in where product engagement or confidence is low, delivering targeted enablement to re-establish momentum and value perception.
• Build Scalable Learning Assets - Develop and continuously improve repeatable training materials, recorded sessions, playbooks, and digital resources.
• Reinforce ROI & Business Impact - Ensure training engagements clearly link product usage to measurable outcomes aligned to the Joint Business Plan.
• Feed Insights Back to the Business - Surface common adoption blockers, feature feedback, and workflow gaps to Product, Sales, and Revenue teams to improve the end-to-end customer journey.

OUR EXPECTATIONS  

• Proven SaaS Enablement or Customer Success Experience - Minimum 2 years in onboarding, training, enablement, or customer-facing SaaS roles, ideally supporting post-sale adoption.
• Adoption & Retention Mindset - Strong understanding of how behavioural change, education, and reinforcement drive retention and expansion.
• Engaging Facilitator - Confident, credible presenter who can influence stakeholders from end users to senior decision-makers.
• Commercial Awareness - Understands how adoption connects to revenue protection, renewal, and growth.
• Strategic & Structured - Able to diagnose training needs quickly, design targeted interventions, and manage multiple engagements simultaneously.
• Collaborative Partner - Comfortable operating in a pod-style or specialist support model, working alongside Account Managers and cross-functional teams.
• Adaptable in a Scale-Up Environment - Resourceful, proactive, and comfortable in a fast-moving, evolving organisation.