Director - Technical Adoption

Job Requisition ID #

25WD93021

Global Director - Technical Adoption Specialists

Location: Global

Reports To: Sr. Director, Technical Adoption & Success

Position Overview

The Global Director of Technical Adoption is a strategic leader responsible for driving customer adoption and success through world-class onboarding and coaching experiences. This role leads the global operations of technical adoption services—including Expert Coaching and Fast Track Onboarding—for Enterprise and Business subscribers.

In addition to overseeing service delivery and operations, the Director will own and evolve the catalog of Expert Coaching offerings, ensuring the content, design, and delivery meet diverse customer needs and drive measurable adoption outcomes. The leader will partner closely with Customer Success Leadership to ensure exceptional service quality and impactful customer outcomes.

Key Responsibilities

1. Leadership & Strategy

• Develop and execute the global strategy for Technical Adoption services, aligning with overall Customer Success and company objectives.
• Define the vision and success metrics for customer onboarding, coaching, and adoption excellence.
• Lead a high-performing global team delivering Expert Coaching and Fast Track Onboarding to Enterprise and Business subscribers.

2. Catalog & Program Ownership

• Own the global catalog of Expert Coaching offerings, ensuring a curated, scalable, and relevant portfolio that meets evolving customer and business needs.
• Collaborate with Product, Offerings Design, CS Learning, and Customer Success Management teams to design and continuously improve coaching content and delivery models.
• Measure the effectiveness and impact of coaching programs on customer adoption and retention, using data to guide iteration and innovation.

3. Operational Excellence

• Oversee global operations of adoption services, including resource management, capacity planning, and service delivery optimization.
• Implement scalable processes, tools, and best practices to ensure consistent, high-quality experiences across all regions.
• Drive operational efficiency, service consistency, and continuous improvement in delivery frameworks and playbooks.

4. Customer Partnership & Outcomes

• Partner closely with Customer Success Leadership to align on customer engagement strategy and success outcomes.
• Ensure onboarding and coaching programs directly contribute to faster time-to-value, improved product adoption, and measurable customer impact.
• Monitor and report on adoption metrics, customer satisfaction, and outcome achievement to drive continuous enhancement of services.

5. Cross-Functional Collaboration

• Collaborate with Product, Sales, Support, and Marketing to integrate customer feedback and ensure alignment on customer value realization.
• Represent the voice of the customer in program design and operational decisions.

6. Team Development

• Recruit, develop, and mentor a global team of technical adoption and coaching experts.
• Foster a culture of accountability, innovation, and excellence in customer engagement.

Qualifications

• 10+ years of experience in Customer Success, Technical Onboarding, or Professional Services leadership, with global team management experience.
• Proven success in building and scaling customer-facing adoption or enablement programs.
• Strong operational management background, including resource planning and global service delivery optimization.
• Strategic thinker with demonstrated ability to design and deliver impactful customer programs.
• Exceptional collaboration, communication, and leadership skills.
• Bachelor's degree required; advanced degree preferred.

Success Metrics

• Growth and impact of the Expert Coaching catalog.
• Improved time-to-value and product adoption rates.
• High customer satisfaction and service quality ratings.
• Efficient resource utilization and operational scalability.
• Increased customer retention and expansion driven by adoption outcomes.

Learn More

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