Director, Adoption Strategy & Customer Value

US Health Partners, LLC; San Francisco (CA); Hybrid; USD 205,000 - 230,000; Full time

Benefits offered by this job

Health coverage (US)

Parental leave

Wellbeing stipends

Hybrid work options

401(k) with employer match

Job summary

Ironclad is seeking a Director, Adoption Strategy to lead the evolution and scale of its Adoption Strategy function across the customer lifecycle. This role unifies pre-sales and post-sales professional services into a cohesive journey and defines how those experiences come together with Ironclad’s products and customer engagements.

You will manage managers and senior practitioners, align with the VP of Customer Value, and drive measurable adoption outcomes while leveraging AI to improve

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 with leadership on both sides.
• Experience leading a functional team through managers, team leads, and/or senior individual contributors.

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.

Skills

Professional services

Customer success

Solution consulting

Leadership

SaaS

Enterprise software

Job description

Ironclad is seeking a Director, Adoption Strategy to lead the evolution and scale of its Adoption Strategy function across the customer lifecycle. This role unifies pre-sales and post-sales professional services into a cohesive journey and defines how those experiences come together with Ironclad’s products and customer engagements.

You will manage managers and senior practitioners, align with the VP of Customer Value, and drive measurable adoption outcomes while leveraging AI to improve