Director of Adoption Strategy & Customer Value

Ironclad; Chicago (IL); On-site; USD 205,000 - 230,000; Full time

Benefits offered by this job

Health coverage

Parental leave

Wellbeing stipends

Mental health support

401(k) with company match

Job summary

Ironclad is seeking a Director, Adoption Strategy to lead the evolution and scale of adoption programs across the customer lifecycle. This role will unify pre-sales, proof-of-value, and post-sale adoption into a cohesive customer journey, delivering measurable outcomes and lasting value.

As a second-line manager, you’ll set the strategic direction, operating model, and quality bar while guiding managers and senior practitioners.

Qualifications

• 8+ years in professional services, implementation, customer success, or related roles in enterprise software.

Responsibilities

• Lead Adoption Strategy team including managers and senior ICs; set expectations, career paths and performance standards.
• Scale the Adoption Strategy operating model; improve consistency, quality, velocity and repeatability.
• Oversee pre-sales services strategy; align SOW development, entitlement decisions and solution shaping.
• Define proof-of-value motions; connect objectives, delivery plans and adoption outcomes.
• Oversee implementation strategy post-deal; ensure continuity from value to foundational adoption.
• Create cross-functional operating mechanisms across the customer lifecycle and governance.
• Act as senior escalation lead for complex customer engagements with executive coverage.
• Develop the function's performance framework with measurable adoption outcomes.
• Collaborate with VP of Customer Value to evolve broader operating model; integrate with other motions.
• Improve methodologies and tooling, leveraging AI to speed value realization.

Skills

Leadership

Pre-sales & post-sales

Talent development

Operational scale

Executive communication

Job description

Ironclad is seeking a Director, Adoption Strategy to lead the evolution and scale of adoption programs across the customer lifecycle. This role will unify pre-sales, proof-of-value, and post-sale adoption into a cohesive customer journey, delivering measurable outcomes and lasting value.

As a second-line manager, you’ll set the strategic direction, operating model, and quality bar while guiding managers and senior practitioners.