Director, Platform Adoption & Customer Success

Oasis Landscape Services Inc; Newport News (VA); Hybrid; USD 170,000 - 185,000; Full time

Job summary

Versar Global Solutions, headquartered in Washington, DC, seeks a Director for Platform Adoption and Customer Satisfaction in Newport News, VA. This leadership role focuses on driving adoption, validation, and sustained use of PaaS applications and digital solutions through structured strategies, training, and customer enablement.

The position requires 15+ years in digital solutions or geospatial programs, with a Bachelor’s degree (Master’s preferred).

Qualifications

• Proven experience leading customer adoption, customer success, implementation, training, or support functions for enterprise software, PaaS, SaaS, geospatial, analytics, or digital transformation solutions.
• Demonstrated ability to translate customer requirements, user feedback, operational lessons learned, and support trends into actionable product, process, and roadmap recommendations.
• Experience working with software development teams, product owners, subject matter experts, and customers to define application testing, evaluation, validation, documentation, and implementation processes.
• Strong understanding of customer enablement practices, including user manuals, training materials, onboarding plans, knowledge bases, customer communications, and support resources.
• Experience defining and tracking KPIs, customer success metrics, adoption indicators, help desk metrics, application performance measures, and executive reporting products.
• Strong leadership, communication, facilitation, and problem-solving skills with the ability to build trust across customer, technical, and executive stakeholder groups.

Responsibilities

• Develop and implement PaaS adoption strategies that support diverse federal, defense, international, and commercial customers.
• Lead structured customer adoption planning from pilot use through operational implementation, including readiness assessments and sustainment models.
• Align adoption strategies with product roadmaps, customer mission requirements, contract objectives, and long-term growth priorities.
• Establish repeatable processes for testing, evaluation, validation, and acceptance with customers and end users.
• Coordinate with subject matter experts, software developers, project teams, and customer representatives to define use cases and success criteria.
• Ensure customer feedback is documented, prioritized, and translated into actionable product improvements and implementation decisions.
• Oversee development of user manuals, training materials, onboarding guides, SOPs, release notes, and other enablement resources.
• Develop scalable training approaches for varied user communities including executives, program managers, technical users, analysts, field personnel, and administrators.
• Ensure training communicates application value, user workflows, data expectations, limitations, and support pathways.
• Define and manage KPIs, performance metrics, adoption indicators, customer satisfaction measures, help desk trends, and product usage insights.
• Develop dashboards, reports, and briefings that communicate adoption progress and customer health.

Skills

Leadership

Customer success

Strategic planning

Change management

Communication

Geospatial domain

Team collaboration

Education

Bachelor’s degree

Master’s degree preferred

Tools

CRM systems

Job description

Versar Global Solutions, headquartered in Washington, DC, seeks a Director for Platform Adoption and Customer Satisfaction in Newport News, VA. This leadership role focuses on driving adoption, validation, and sustained use of PaaS applications and digital solutions through structured strategies, training, and customer enablement.

The position requires 15+ years in digital solutions or geospatial programs, with a Bachelor’s degree (Master’s preferred).