Product Adoption and Retention Specialist

Job Description

Product Adoption & Retention Specialist

Please submit your application at: https://ecatholic.bamboohr.com/careers/6

About the Role

eCatholic is evolving. We have grown from being a "website company" to the Engagement Platform of the Catholic Church. As we've expanded our integrated digital engagement portfolio to include websites, online donations and payments, church database management, group text/email communication, and live-streaming, we now have a tremendous opportunity-and responsibility-to help our clients realize the full power of the tools already at their fingertips. By embracing digital evangelization, clients can more effectively engage their communities and grow the Church. The eCatholic suite of tools provides the platform to seize this opportunity and fulfill that mission.

As a Product Adoption & Retention Specialist, your mission is simple but vital: drive long-term retention by helping clients succeed. You will work directly with existing clients to bridge the digital engagement gap by combining product adoption with education and best-practice guidance. Through proactive outreach and consultative conversations, you'll help our clients understand how our integrated platform supports their mission today-and adapts with them as their needs grow.

This role lives in the Success organization and reports to eCatholic's Customer Journey Manager.

What You'll Be Doing

- Maximize Investment and Value Realization: Many of our clients have access to our full suite, but are only scratching the surface. You will proactively identify clients with underutilized tools and guide them through the journey of adopting those features to solve their specific parish challenges.
- Retention & Proactive Relationship Health: You will monitor customer health signals and engagement patterns. When a client's usage dips or they hit a plateau in their journey, you will step in with educational resources and consultative calls to get them back on track before they become a churn risk.
- Inform and Educate: You'll host Zoom calls to guide clients through meaningful "Aha!" moments, ensuring they understand how and why to use the platform, helping them adopt best practices and build confidence in their workflows.
- Guide Clients Toward Sustainable Success: You'll partner with clients to establish clear, achievable expectations for implementation, adoption, and outcomes-helping them recognize meaningful progress at every stage of their journey. By thoughtfully aligning product capabilities with client goals, you foster confidence, clarity, and long-term engagement.
- Tell the Bigger Story: You'll help clients see how the eCatholic centralized engagement platform not only simplifies administration today, but positions them to adapt to future trends in digital communication and engagement.
- Build Meaningful Relationships: Retention is not a single moment-it's built over time. By staying engaged, informed, and helpful, you become a trusted partner to our clients. A client who feels supported, educated, and understood is a client who stays.
- Be the Voice of the Customer: You'll actively listen for signals-hesitation, confusion, unmet expectations, or competitive pressure-and feed those insights back to Product, Marketing, and Leadership. Your real-world conversations will help shape future improvements and retention strategy.

About You

- You're a Confident, Engaging Communicator: You're comfortable leading Zoom calls and connecting with busy clients. You communicate with clarity, empathy, and warmth, helping people see a better way to work. You're equally effective engaging customers via Zoom, phone, or email.
- You Can Clearly Demonstrate Product Value: You don't just explain features-you connect them to outcomes. You learn our clients' expectations and demonstrate how our products meet their needs while streamlining operations and saving time in their busy schedules.
- Consultative Problem Solver: You don't just push products; you listen to a client's mission and identify which tools in their existing bundle will help them reach their goals. You view 'adoption' as the final step of a successful educational journey.
- You Balance Initiative with Care: You're proactive and comfortable reaching out to clients, but your approach is rooted in service. Your clients know your goal is to help them succeed.
- You're Mission-Aligned: You understand the unique challenges and rhythms of church life. You care deeply about helping the Catholic Church thrive and believe technology-when used well-can strengthen ministry, connection, and stewardship.
- Bonus Points: You've used eCatholic products and can explain why an integrated platform creates long-term stability.

Why eCatholic?

We are a 100% remote team driven by trust, excellence, and a shared commitment to the Church. We seek teammates who are intrinsically motivated to "bring it" every day and thrive in a high-output, mission-focused environment. In addition to competitive salaries and comprehensive benefits, we cultivate a culture rooted in prayer and community. We travel together once per year for an in-person retreat, pray together regularly as a team, and prioritize faith and family by closing our operations for the 12 days of Christmas.

Please submit your application at: https://ecatholic.bamboohr.com/careers/6

About the Employer

At eCatholic, we help the Catholic Church embrace technology by creating beautiful, intuitive software that improves communication, simplifies administration, and inspires innovation. We provide excellent service and user experiences to help the Church more effectively spread the Gospel and save souls.