Director, Adoption Strategy – Engagement Manager

Jobtailor

California (MO)

On-site

USD 150,000 - 210,000

Full time

3 days ago

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Job summary

Jobtailor is seeking a senior leader to drive Adoption Strategy across the customer lifecycle. You will lead a team of managers and senior individual contributors to scale adoption motions and ensure value delivery in enterprise software deployments.

You will partner with Sales, Solution Engineering, and Product to shape pre-sales and post-sales services, establish performance standards, and create a cohesive customer journey from proof-of-value through implementation and sustained adoption.

Qualifications

8+ years of experience in professional services within an enterprise software company.
Experience leading a functional team through managers, team leads, and/or senior individual contributors.
Experience with services selling, solution shaping, scoping, and SOW development.
Ability to connect proof-of-value, implementation, and adoption into a cohesive customer journey with clear ownership and measurable outcomes.
Sufficient AI fluency to make sound methodology and delivery decisions.

Responsibilities

Lead and develop the Adoption Strategy team, including managers and senior individual contributors.
Establish expectations, coaching practices, career paths, and performance standards.
Operationalize and scale the Adoption Strategy operating model.
Improve consistency, quality, velocity, and repeatability of existing motions and methodologies.
Oversee pre-sales services strategy, including services selling, solution shaping, scoping, entitlement decisions, SOW development, and alignment with Sales and Solution Engineering.
Establish standards for proof-of-value motions.
Define customer objectives, success criteria, delivery plans, and conversion paths.
Oversee implementation strategy and execution after deal close.
Ensure continuity from proof of value through implementation and sustained adoption.
Create operating mechanisms across the customer lifecycle, including adoption stages, engagement criteria, handoff protocols, governance forums, escalation paths, and accountability.
Serve as senior escalation leader for complex or at-risk customer engagements.
Provide executive coverage and help navigate commercial, delivery, product, and adoption challenges.
Define and own the function’s performance framework.
Partner with the VP of Customer Value and peer functional leaders to evolve the Customer Value operating model.
Integrate Adoption Strategy with implementation consulting, customer success, platform support, and partner motions.
Improve methodologies, tooling, and use of AI to reduce manual coordination, improve decision quality, and accelerate customer time-to-value.

Skills

Executive Presence

Coaching Practices

Influencing Stakeholders

Operational Rigor

Strong Commercial Judgment

Lead Functional Teams

AI Fluency

Proof-Of-Value Motion Development

Solution Shaping

Scoping

Implementation Strategy

Customer Success Methodologies

Operations Management

Job description

Lead and develop the Adoption Strategy team, including managers and senior individual contributors
Establish expectations, coaching practices, career paths, and performance standards
Operationalize and scale the Adoption Strategy operating model
Improve consistency, quality, velocity, and repeatability of existing motions and methodologies
Oversee pre-sales services strategy, including services selling, solution shaping, scoping, entitlement decisions, SOW development, and alignment with Sales and Solution Engineering
Establish standards for proof-of-value motions
Define customer objectives, success criteria, delivery plans, and conversion paths
Oversee implementation strategy and execution after deal close
Ensure continuity from proof of value through implementation and sustained adoption
Create operating mechanisms across the customer lifecycle, including adoption stages, engagement criteria, handoff protocols, governance forums, escalation paths, and accountability
Serve as senior escalation leader for complex or at-risk customer engagements
Provide executive coverage and help navigate commercial, delivery, product, and adoption challenges
Define and own the function’s performance framework
Partner with the VP of Customer Value and peer functional leaders to evolve the Customer Value operating model
Integrate Adoption Strategy with implementation consulting, customer success, platform support, and partner motions
Improve methodologies, tooling, and use of AI to reduce manual coordination, improve decision quality, 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
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
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
Strong commercial judgment
Experience with services selling, solution shaping, scoping, and SOW development
Ability to connect proof-of-value, implementation, and adoption into a cohesive customer journey with clear ownership and measurable outcomes
Operational rigor and ability to maintain day-to-day execution across a complex customer portfolio
Executive presence and communication skills
Experience influencing 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

Core Competencies

Demonstrates expertise in leading and developing high-performing teams within professional services, focusing on operationalizing customer adoption strategies and enhancing customer success through effective methodologies and tools. Proven ability to connect pre-sales and post-sales processes, ensuring a cohesive customer journey with measurable outcomes.

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