Director, Adoption Strategy

Responsibilities

• Lead and develop the Adoption Strategy team, including managers and senior individual contributors; establish expectations, coaching practices, career paths, and performance standards.
• Scale the Adoption Strategy operating model, improving consistency, quality, velocity, and repeatability.
• Oversee pre-sales services strategy, including services selling, solution shaping, scoping, entitlement decisions, SOW development, and alignment with Sales and Solution Engineering.
• Set standards for proof-of-value motions, connecting customer objectives, success criteria, delivery plans, and conversion paths to long-term adoption outcomes.
• Oversee implementation strategy and execution, ensuring continuity from proof of value through implementation and sustained adoption.
• Establish adoption stages, engagement criteria, handoff protocols, governance forums, escalation paths, and cross-functional accountability.
• Serve as senior escalation leader for complex or at-risk customer engagements.
• Define the function’s performance framework, including proof-of-value conversion, scoping quality, implementation transition quality, time to adoption, milestone achievement, customer value realization, and team capacity.
• Partner with Customer Value and cross-functional leaders to evolve the broader operating model.
• Improve methodologies, tooling, and use of AI to reduce manual coordination and accelerate customer time-to-value.

Requirements

• 8+ years of experience in professional services, implementation, customer success, solution consulting, or related customer-facing functions within an enterprise software company.
• Experience across both pre-sales and post-sales professional services.
• Experience leading functional teams through managers, team leads, and/or senior individual contributors.
• Experience scaling or redesigning services, implementation, adoption, or customer value motions.
• Strong commercial judgment, including services selling, solution shaping, scoping, and SOW development.
• Ability to connect proof of value, implementation, and adoption into a cohesive customer journey with measurable outcomes.
• Operational rigor and ability to create structure across a complex customer portfolio.
• Executive presence and communication skills with cross-functional and senior customer stakeholders.
• Experience in SaaS, enterprise technology, CLM, legal technology, or an adjacent complex solution environment.
• Sufficient AI fluency to make sound methodology and delivery decisions.

Compensation and Benefits

• Base salary: $205,000–$230,000 USD annually.
• Equity awards, health and wellness benefits, career development, paid time off, parental and compassionate leave, family-forming support, wellbeing and hybrid-work stipends, mental health support, commuter benefits, and a 401(k) plan with employer match.