Director, Adoption Strategy & Customer Value

Socket.dev; San Francisco (CA); On-site; USD 205,000 - 230,000; Full time

Benefits offered by this job

Health insurance

Parental leave

Wellbeing stipends

Mental health support

401(k) with employer match

Team events

Job summary

Ironclad is seeking a Director, Adoption Strategy to lead the evolution and scale of our Adoption Strategy function across the customer lifecycle. You’ll connect pre-sales and post-sales professional services into a cohesive customer journey and set the team’s direction, operating model, and performance standards.

This senior role requires executive presence, SaaS/enterprise experience, and a passion for measurable customer value.

Qualifications

• 8+ years of experience in professional services, implementation, customer success, solution consulting, or related customer-facing functions within an enterprise software company.
• Demonstrated experience across both pre-sales and post-sales professional services.
• Experience leading a functional team through managers, team leads, and/or senior individual contributors, with a track record of developing talent and raising the quality bar.
• Experience operationalizing, scaling, or significantly redesigning an existing services, implementation, adoption, or customer value motion—not only building a function from zero.
• Strong commercial judgment, including experience with services selling, solution shaping, scoping, SOW development, and balancing customer outcomes with business economics.
• Demonstrated ability to connect proof-of-value, implementation, and adoption into a cohesive customer journey with clear ownership and measurable outcomes.
• A strong conviction that customer adoption and value realization are the right measures of post-sales success, with examples of orienting teams around those outcomes.
• Operationally rigorous and comfortable creating structure while maintaining strong day-to-day execution across a complex customer portfolio.
• Executive presence and communication skills, with the ability to influence Sales, Product, Professional Services, Customer Success, 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 as Ironclad’s products and commercial models evolve.

Responsibilities

• Lead and develop the Adoption Strategy team, including managers and senior individual contributors; establish clear expectations, coaching practices, career paths, and performance standards.
• Operationalize and scale the Adoption Strategy operating model, building on existing motions and methodologies while improving consistency, quality, velocity, and repeatability.
• Oversee the team’s role in pre-sales services strategy, including services selling, solution shaping, scoping, entitlement decisions, SOW development, and alignment with Sales and Solution Engineering.
• Establish the standards for proof-of-value motions, ensuring that customer objectives, success criteria, delivery plans, and conversion paths are clearly defined and connected to longer-term adoption outcomes.
• Provide oversight for implementation strategy and execution after a deal closes, ensuring continuity from proof of value through implementation and into foundational and sustained adoption.
• Create clear operating mechanisms across the customer lifecycle, including adoption stage definitions, engagement criteria, handoff protocols, governance forums, escalation paths, and accountability between Adoption Strategy and adjacent teams.
• Serve as a senior escalation leader for complex or at-risk customer engagements, providing executive coverage and helping teams navigate commercial, delivery, product, and adoption challenges.
• Define and own the function’s performance framework, including measures such as proof-of-value conversion, quality of services scoping, implementation transition quality, time to foundational adoption, adoption milestone achievement, customer value realization, and team capacity.
• Partner with the VP of Customer Value and peer functional leaders to evolve the broader Customer Value operating model, ensuring that Adoption Strategy is integrated with implementation consulting, customer success, platform support, and partner motions.
• Continuously improve the team’s methodologies, tooling, and use of AI to reduce manual coordination, improve decision quality, and accelerate customer time-to-value.

Job description

Ironclad is seeking a Director, Adoption Strategy to lead the evolution and scale of our Adoption Strategy function across the customer lifecycle. You’ll connect pre-sales and post-sales professional services into a cohesive customer journey and set the team’s direction, operating model, and performance standards.

This senior role requires executive presence, SaaS/enterprise experience, and a passion for measurable customer value.