--- title: 'Product Adoption Manager at Accela' canonical: 'https://feeny.ai/job/product-adoption-manager-accela-united-states-8npfve9xa5ae' type: 'job' last_seen: '2026-09-10' --- # Product Adoption Manager at Accela - **Company:** Accela - **Location:** United States - **Work type:** remote - **Posted:** 2026-09-09 - **Last confirmed live:** 2026-09-10 - **Apply:** https://job-boards.greenhouse.io/accela/jobs/8177581 ## Job description ## ABOUT THE ROLE OpenCounter is Accela’s pre-application front door, helping residents and business owners understand permit requirements, costs, and next steps before they apply. Because its value depends on resident use, adoption has to be activated—not assumed. If staff do not use it and residents cannot find it, agencies are less likely to realize the value and renewal will be challenged. The Product Adoption Manager owns the post-implementation window where adoption is critical. You carry each agency through its first six to nine months: train staff broadly, confirm guides are published where residents start, and return on a cadence until adoption holds. You will work the customer base in three groups, each with a different purpose, and serve as Product’s direct view into how agency staff use OpenCounter day to day. What you learn about where users get stuck feeds the roadmap. This position reports to the Director of Product, OpenCounter. ## SPECIFIC RESPONSIBILITIES Adoption - Own adoption across the full OpenCounter customer lifecycle so agencies launch well, keep staff engaged, stay current as the product evolves, and see enough ongoing value to renew. - Launch new agencies with the training, placement, and early follow-up needed for adoption to take hold. - Re-engage recently launched agencies to deepen staff use, close training gaps, and prepare for renewal. - Monitor mature accounts for renewal risk, usage signals, and opportunities to reinforce product value. Pre-release product review - Review new features and changes before they reach production, from the perspective of the agency staff and residents who will meet them. - Flag what will confuse users, create support load, or be hard to train, and distinguish a defect from a design concern when you raise it. - Confirm that new capability is explainable to an agency audience, and identify what training or enablement material a release needs. - Give engineering that feedback directly, in the team's own tracker and review cycle, and be available during release weeks. Product feedback and enablement - Carry field observation of how agency staff use the product back into the roadmap, including where they abandon a workflow. - Partner with Product Marketing on adoption and enablement material for the installed base. - Tag each agency with its launch cohort and log adoption and risk signals per account, building the early-warning record the business does not have today. - Travel to customer sites for launch training and business reviews. 10-20% travel required. Success metrics - Launch and Public Usage. Ensure Permit Guides can be easily found by the public and is advertised in multiple channels. - Staff Usage and Adoption. Train staff on features, meeting regularly in the first 6-9 months to ensure they are using the site properly.  Set a standard for adoption of specific features, track, and work with agency to meet this number. - Improve the first year retention rate (i.e. whether the agencies you launch in this program are more likely to renew than first year customers from previous years), and whether the accounts we flag as at risk at the start of each year are still customers at the end of it. Metrics to be defined with Finance. - Customer satisfaction. Agency staff satisfaction, captured after go-live training and again at the annual business review. Establishing that measurement is part of your first year. ## REQUIRED QUALIFICATIONS - Bachelor’s degree in a relevant field or equivalent work experience. - 5+ years taking government or enterprise SaaS customers live and through adoption, in professional services, implementation, training, solution consulting, or customer success. - Exceptional training and facilitation skills, including the ability to design and deliver effective materials, engage mixed agency audiences, assess whether users can apply what they learned, and build internal champions who can support future staff training. - Experience driving voluntary adoption of a product or process inside an organization, including the ability to influence users who are not required to change their behavior. - 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, deep enough to judge whether a guide is giving residents the right answer, to be credible with a building official or a planning director, and to follow the conditional logic, eligibility rules, and fee calculations behind it well enough to describe a needed correction. - Comfort using product and usage data to assess adoption, explain trends, and diagnose common launch barriers, including whether residents can easily access an agency’s Permit Guides online. ## DESIRED QUALIFICATIONS - Background in customer support or QA, with the judgment to separate a product defect from a configuration gap from a training gap. - Experience configuring or administering a permitting, licensing, or land management system. - Familiarity with Accela Civic Platform, Public Portal, or ACA, including how records move between a guidance layer and a system of record, and where those handoffs break. - Experience driving adoption of an AI-enabled product. - Ability to communicate product value to executive audiences by translating agency usage data into clear recommendations and renewal-supporting business outcomes. ## ABOUT ACCELA For nearly 20 years, Accela has been an industry leader in designing and delivering government software to improve efficiency, increase citizen engagement and enable the development of thriving communities. Today, citizens are savvy to how services should be delivered, and expect a consistently convenient, openly transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. From planning, to building, to service request management and more, Accela’s SaaS offerings level the playing field for small and medium governments and enable smaller agencies to leverage larger city technologies. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future. OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION Accela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging. Accela is committed to putting resources and attention towards evolving our practices, policies, and philosophies to enable diversity to thrive and to support equity in opportunity for everyone. ## COMPENSATION AND WELL-BEING The annual base salary range for this full-time position is $120,000-$135,000 (less applicable taxes). The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience. In addition to an annual base salary, this position is eligible for an annual bonus target. This is a discretionary bonus awarded based on company and individual goal achievement. Accela’s U.S. team members will receive a generous benefits package consisting of options including flexible time off, comprehensive medical, dental, and vision plans, family planning benefits, 401(k) retirement savings plan with company match, health savings account with company contributions, flexible spending account, life, accident, and disability coverage, business travel insurance, employee assistance programs, and other well-being benefits. Accela is an Equal Opportunity Employer/Affirmative Action Employer and will respond to requests for job accommodations. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or based on disability, gender identity, and sexual orientation #LI-Remote ## About Accela ## Company Overview - **One-liner**: Accela provides a unified, end-to-end SaaS platform that automates permitting, licensing, inspections, and service requests for state and local governments. - **Entity Type**: Private (Growth Stage) - **Headquarters**: San Ramon, California, USA - **Founded**: 1999 - **Founders**: Not publicly available (the company was founded prior to the current executive team) ## Core Business - **Primary industry**: GovTech (Government Technology / Civic Technology) - **Target customers**: B2G – specifically state and local government agencies (over 900 agencies served, including 50%+ of top U.S. cities and counties) - **Mission or purpose**: To help governments innovate so they can improve the business and citizen experience, promoting community development and creating an environment where citizens and businesses thrive. ## Products & Services - **Civic Platform (SaaS)**: A unified, end-to-end cloud platform that automates the complete service lifecycle for government agencies. Key modules include: - **Building Permitting**: Digital applications, plan review, inspections, and approvals. - **Planning & Zoning**: Streamlines land use applications from submission to decision. - **Business Licensing**: Provides a seamless digital path from application to renewal. - **Occupational Licensing**: Manages applications, renewals, and compliance for licensed professions. - **Fire Prevention**: Digital inspections and permitting for fire safety staff. - **Environmental Health**: Digital inspections, licensing, and complaint management for public health. - **Asset Management**: Full lifecycle management for infrastructure assets. - **Service Requests**: Route, track, and resolve citizen requests with cross-department visibility. - **AI for Government**: AI features built specifically for government workflows, designed to be explainable, auditable, and accountable, grounded in 30 years of real government workflows. ## Market Standing - **Valuation**: Not disclosed - **Key Metric**: Serves over 300 million citizens worldwide across 900+ government agencies. 50%+ of top U.S. cities and counties use Accela. - **Notable Investors/Partners**: Not publicly listed on the company website or in recent search results. (Partnerships are likely with major cloud providers like AWS or Azure, but not explicitly confirmed in provided data.) - **Growth Signals**: The company is actively hiring across multiple departments (Engineering, Sales, Customer Success, Operations) with a remote-first posture, indicating growth. The company has a 100% implementation success rate over five years and an in-house implementation team with an 8-year average tenure. ## Competitive Advantages - **30 Years of GovTech Expertise**: The platform is purpose-built for government, not adapted from a generic solution. This gives Accela deep domain knowledge and embedded best practices. - **End-to-End Unified Platform**: Unlike competitors with siloed solutions, Accela offers a single, integrated platform covering the full lifecycle of permits, licensing, and service requests. - **High Implementation Success Rate**: A 100% implementation success rate over five years, backed by a tenured in-house implementation team, builds strong customer trust. - **AI Built for Government**: Their AI is designed to be explainable, auditable, and accountable, addressing key concerns of public sector clients. ## Strategic Focus - **AI Integration**: Embedding AI across the entire civic platform to improve efficiency and citizen experience. - **Expanding Customer Base**: Continuing to win new agencies, especially small and medium governments, by offering enterprise-grade SaaS solutions. - **Deepening Product Capabilities**: Enhancing existing modules (asset management, environmental health, etc.) and adding new ones to remain the single source of truth for government operations. ## Why Work Here - **Mission-Driven Work**: Employees directly contribute to making government more efficient, transparent, and user-friendly for citizens and businesses. - **Culture**: Emphasizes performance, productivity, and collaboration. The company is committed to diversity, equity, and inclusion, with a focus on psychological safety and belonging. - **Remote/Hybrid Policy**: The vast majority of roles are listed as "Remote Based - US" or "Remote-Ireland". Some roles (e.g., Business Development Representative) are hybrid (Kansas City, MO). The company has physical offices in San Ramon, CA and Draper, UT, but most employees work remotely. - **Compensation & Benefits**: Competitive salary, retirement plan support, medical/dental/vision/wellness/disability coverage, paid holidays, and a Responsible Time Off (RTO) policy. Additional perks include fitness challenges, virtual meditation/yoga, wellness days, and motivational speaker events. - **Engineering Culture**: Engineers work on cutting-edge cloud technology, delivering scalable and reliable SaaS solutions for the public sector. The company is hiring for roles like Lead Software Engineer, Platform Infrastructure Principal Architect, and Site Reliability Engineer. ## Sources 1. [Accela.com](https://www.accela.com/) 2. [Accela Careers Page](https://www.accela.com/about/careers/) 3. [Greenhouse Job Board](http://job-boards.greenhouse.io/accela) 4. [Built In - Accela Profile](https://builtin.com/company/accela) 5. 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