Digital Adoption Specialist
WeSpire
Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.
Position Summary:
The Digital Adoption Specialist is responsible for designing and executing proactive, scalable adoption programs that help Bonterra customers achieve success with our products. This role focuses on orchestrated customer journeys, targeted adoption campaigns, and ad-hoc adoption motions that combine email and in-app engagement to guide customers through onboarding and ongoing use.
The Specialist collaborates with Digital Learning Architects, the Pendo Admin, the Events & Community Manager, and cross-functional partners to deliver data-driven adoption strategies that increase product utilization, retention, and satisfaction.
Essential Position Duties and Responsibilities:
Orchestrated Adoption Journeys
Build and maintain structured adoption journeys (via Pendo, Gainsight, and other tools) that use an omni-channel approach (email + in-app).
Develop both Onboarding Journeys (to accelerate time-to-value for new customers) and Post-Onboarding Journeys (to drive deeper adoption and retention).
Continuously monitor performance and refine journeys based on usage data and customer feedback.
Targeted Adoption Campaigns (TACs)
Design and run proactive campaigns to promote adoption of specific features, workflows, or best practices.
Draft customer-facing copy for in-app messaging and emails, partnering with the Pendo Admin for operational execution.
Partner with the Events & Community Manager to integrate relevant customer events into TACs and surface Community discussions that reinforce adoption.
Collaborate with Digital Learning Architects to ensure campaigns link to educational resources (articles, videos, tours).
Partner with CS Strategy & Ops to launch surveys near the end of TACs to uncover why customers did not adopt the feature. Summarize survey results and make actionable recommendations (e.g., product changes, new educational assets, additional adoption motions).
Partner with the Customer Success Management team to layer in human-led motions when digital campaigns alone do not sufficiently drive adoption.
Ad-Hoc Adoption Motions
Execute shorter, focused touchpoints designed to drive adoption outside of full-scale TACs.
Deliver quick, responsive in-app or email nudges to address emerging adoption opportunities or customer challenges.
Coordinate with the Pendo Admin for timely deployment and ensure alignment with broader adoption strategy.
Monitor performance of ad-hoc motions and assess whether they should evolve into larger-scale campaigns or journeys.
Data-Driven Insights
Use product analytics to identify adoption gaps, friction points, and opportunities for proactive engagement.
Report on campaign performance and share insights with Product, Customer Success, and Support to inform broader strategy.
Cross-Functional Collaboration
Partner with Product and CS teams to align adoption journeys with customer lifecycle milestones and product release priorities.
Collaborate with Support to identify common customer challenges that can be addressed through adoption programs.
Ensure adoption programs complement—not duplicate—initiatives led by the Communications role and Events & Community Manager.
Customer Experience Advocacy
Act as a voice of the customer internally, championing ease of use, clarity of messaging, and effective adoption experiences.
What Success Looks Like:
Adoption journeys that accelerate onboarding and increase long-term retention.
Effective targeted campaigns and ad-hoc motions that drive measurable feature utilization.
Clear linkages between digital adoption programs, customer education resources, and human-led engagement.
Reduction in reactive support needs due to proactive adoption guidance.
Strong alignment with Digital Learning Architects (educational content), the Pendo Admin (operational execution), and the Events & Community Manager (community and event integration).
Skills/Abilities:
Required
3+ years of experience in digital adoption, customer success, product enablement, or a related field.
3+ years of hands-on experience using Network For Good or EveryAction products.
Strong writing skills with the ability to create concise, engaging customer-facing content.
Analytical skills to measure adoption impact and refine programs.
Collaborative mindset and proven success working cross-functionally.
Nice to Have
Demonstrated experience building and managing orchestrated digital journeys or campaigns across multiple channels.
Familiarity with platforms such as Pendo, Gainsight or similar tools.
At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.
Compensation
The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.
US Base Salary: $60,000 - $85,000
Our Culture: At Bonterra, we’re innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. To achieve our vision, we cultivate an inclusive environment where diversity is embraced and every team member feels empowered to contribute. Innovation, curiosity, and a commitment to equity guide our work. We foster a culture of belonging, ensuring that every individual is valued, respected, and given the tools to succeed. Together, we are dedicated to making a positive impact in the world.
Our comprehensive and competitive benefits include:
Generous Flexible Time Off (FTO) Policy
Up to 15 paid company holidays including some commemorating social justice events and self-care
Paid volunteer time
Resources for savings and investments
Paid parental leave
Paid sick leave
Health, vision, dental, and life insurance with additional access to health and wellness programs.
Opportunities to learn, develop, network, and connect
Please note the benefits specified on this page are applicable to full-time employees based in the United States. For international employees, actual benefits may vary based on local standards and regulations and will be determined in accordance with regional considerations, including but not limited to applicable laws and industry norms.
Candidate Accommodations
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We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.