Adoption Specialist

How you'll add value:

• Guide SMB customers through the adoption and onboarding process, ensuring they understand how to use Restaurant365 to achieve their goals.
• Conduct group training sessions, webinars, and virtual workshops to help customers quickly become proficient with the platform.
• Meet directly with customers in 1:1 video conferences (Zoom or similar) to conduct account reviews, share utilization insights, and provide actionable recommendations to improve ROI and overall adoption of R365.
• Use customer data and engagement metrics to identify at-risk accounts or untapped opportunities for adoption improvement.
• Partner with Customer Success Managers and internal teams (Support, Product, Marketing) to deliver consistent, high-quality customer experiences.
• Manage multiple customer interactions efficiently through digital channels such as email, chat, and video.
• Track and report on customer health and adoption metrics to measure success and identify opportunities for improvement.
• Serve as a trusted advisor by providing best practices and guidance that align with customer needs and business outcomes.
• Other duties as assigned.

What you'll need to be successful in this role:

• 2+ years of B2B customer-facing experience in Customer Success, Onboarding, Account Management, Professional Services or Training — ideally within a SaaS or technology company.
• Excellent communication, presentation, and interpersonal skills with a strong customer-first mindset.
• Confident conducting virtual meetings and presenting to customers 1:1 or in small groups.
• Strong organizational skills and ability to manage a high volume of accounts in a fast-paced environment.
• Experience using CRM and engagement tools such as Salesforce, Gainsight, HubSpot, or Intercom is a plus.
• Professional fluency in English required (verbal and written).
• Based in Mexico.