Vice President, Adoption & Services

Vice President, Adoption & Services

Remote

Client Experience, CX Leaders

United States

The Vice President, Adoption & Services is a critical member of the Client Partnerships Senior Leadership Team. The two key purposes of our Client Partnerships team are:

The VP, Adoption & Services owns the adoption purpose. The Vice President, Account Management is their peer and counterpart and owns the retention and expansion purpose. Both report to the Chief Client Officer.

This role leads the team most directly responsible to help educators use our platform to improve student outcomes. This is the promise we make to our clients, and it is evergreen. Clients’ needs change, so their priorities shift each school year and even within a school year. We adapt to clients’ evolving goals with thoughtful changes in how we support them with our products and services.

We guide clients and are guided by them, consistently both sharing best practice and learning how we can serve them better.

The VP, Adoption & Services shows deep expertise in strategic planning, operational leadership, cross-functional coordination, people leadership, direct client engagement, executive presence, and initiative ownership. The role is focused on delivering results rather than completing tasks. Its North Star metric of success is client platform adoption, as measured by the health of each use case a client expects our platform to perform for them.

This role owns not only the adoption strategy but the operation that delivers it: a large, distributed professional services and implementation organization responsible for delivering initial and ongoing services for every client.

• Own the platform adoption strategy for all K-12 district clients, translating the North Star metric — use-case health — into concrete team priorities.
• Define what "adoption success" looks like for each client segment and build the frameworks that let the team diagnose adoption health at scale.
• Partner with the Chief Client Officer; the VP, Account Management; and Product leadership to align adoption strategy with retention and expansion goals, ensuring the two halves of Client Partnership pull in the same direction with our Technology team.
• Anticipate shifts in district priorities (state policy changes, funding cycles, school-year rhythms) and adjust the adoption playbook proactively rather than reactively.
• Set and track the metrics, targets, and reporting cadence that make adoption progress visible to the CCO and the broader leadership team.

• Own and operate the professional services and implementation organization end-to-end, delivering onboarding and ongoing service for every client, at national scale.
• Build and maintain a repeatable, multiproduct implementation and services operation that delivers consistent, high-quality service across hundreds of simultaneous client engagements; includes staffing models, capacity planning, project management systems, quality standards.
• Partner with Revenue, Finance, and Product on services development strategy, including: pricing, packaging, attach strategy, margins, cost-to-serve and when services should be included vs. sold separately.
• Set and manage budget, headcount, and utilization targets for the delivery organization, balancing cost-to-serve against adoption outcomes.
• Establish clear service-delivery standards and SLAs, and hold the organization accountable to them.
• Build the escalation and…