Director, Adoption Strategy – Engagement Manager

• 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

• 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

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.

• 8+ Years Experience In Professional Services
• Experience Leading Functional Teams
• Strong Commercial Judgment
• Experience With Services Selling And SOW Development
• SaaS And Enterprise Technology Experience

• Operationalizing Customer Adoption Strategies
• Developing Talent And Performance Standards
• Proof-Of-Value Motion Development
• Implementation Strategy And Execution
• Customer Success Methodologies
• Solution Shaping
• Scoping
• AI Fluency
• Customer Journey Mapping
• Performance Framework Development

• Executive Presence
• Communication Skills
• Coaching Practices
• Influencing Stakeholders
• Operational Rigor

• Enterprise Software
• SaaS
• Customer Success
• Implementation Consulting
• Professional Services
• CLM
• Legal Technology
• Complex Solution Environment