Customer Adoption & Enablement Lead

About Attom Lab and the Role

Attom Lab builds and operates technology ventures that put production-grade AI into complex, regulated workflows in construction, telecommunications and other industries where the work is physical and the compliance burden is real. Delivery runs through joint ventures with a partner in each industry, and clients retain ownership of their code, models and intellectual property.

Software shipping is not the same as software being used. This role owns the second half: the behavioral and user-facing work that turns a delivered system into one people run their day on. Our systems are AI-enabled, so much of that work is earning the trust of field and back-office staff and getting them to use AI inside workflows that carry compliance consequences. Each venture serves a different industry and client base, so credibility is re-earned engagement by engagement, not assumed from a playbook.

The Customer Adoption & Enablement Lead is the first hire into this function. You will deliver against live pilot clients and define the methodology the function uses from here, split roughly evenly between the two for the first two engagements.

Scope is deliberately bounded. Product direction, software development, technical implementation and system requirements stay with their dedicated teams. Where adoption stalls because of a genuine product defect, you identify the friction, synthesize the insight and route it to Product, who own the fix. This is an independent contributor role with a single reporting line for coordination and escalation.

What This Role Is Not

- A support desk or ticket queue.
- Quota-carrying sales or account management.
- E-learning or LMS content production.
- Project management of the software build.

Key Responsibilities

- Diagnose user readiness and organizational resistance before implementation, then design and deliver role-specific training that applies immediately to real workflows.
- Lead HyperCare, the high-touch, time-boxed support period after go-live, so clients extract full value from the tools instead of reverting to old habits.
- Equip client-side champions and hand the enablement methodology to the client's own training or HR function, so adoption survives staff turnover.
- Act as first point of contact for client users: resolve what can be resolved directly and route the rest to the named internal owner with a clear expectation of response.
- Monitor leading indicators (usage depth, time-to-value, adoption decay) and intervene before a decline becomes a renewal conversation, particularly around client staff changes.
- Translate adoption data into arguments that land with both client executives and internal account leadership.
- Close every engagement by producing reusable curriculum, training guides and implementation playbooks that shorten the next venture's ramp.

Required Skills and Experience

- 6 or more years in client-facing implementation, adoption, enablement or technical consulting, with at least 4 of them owning adoption outcomes for client users after delivery. Certifications, LMS administration and a Customer Success title are not required.
- At least three end-to-end adoption or training engagements on software used in daily operations, and a curriculum or playbook you wrote that you can show.
- Direct ownership of client relationships, including delivering difficult messages and saying no while keeping the relationship intact, with no manager fronting the conversation.
- Experience in at least one regulated or field-operations industry: construction, telecommunications, utilities, logistics or comparable.
- Ability to build an executive-ready adoption case from usage data, and to trace a metric to its source and work with analytical teams.
- Working literacy in software delivery (SDLC and Agile basics) and comfort working with AI-enabled tools. An engineering background is not required.
- English at native level or C 1 or above, with the ability to run training sessions and executive briefings in English.
- Ability to drive workflow change without formal authority and to win over resistant or unsolicited audiences in small, high-attention client environments.

Nice to Have

- Prior experience as the first hire into a function, or standing up enablement inside a services or joint-venture model.
- Frontline operational experience, as opposed to a corporate role, in construction, telecommunications or another physical industry, which shortens the credibility curve with training audiences.
- Technical depth beyond foundational software literacy.
- Professional enablement or customer success certifications.