Senior Director of Adoption Programs

Join our Customer Success organization as a Senior Director of Adoption Programs. In this role, you will design and execute a global program strategy to ensure customers seamlessly transition from the point of sale to value-driving Success Plan engagements. You will collaborate with various teams, including Professional Services, Security, Product, and Partner teams, to deliver systemic, long-term business outcomes. Your responsibilities will include establishing a global diagnostic strategy, identifying stalled accounts, building pipeline visibility and recovery funnels, orchestrating interventions, driving upstream transformation, and leading cross-functional governance.

• Concevoir et exécuter une stratégie de programme mondiale pour diagnostiquer, débloquer et accélérer les comptes en transition.
• Utiliser les données et les informations pour identifier proactivement les comptes qui n'ont pas commencé, sont bloqués ou manquent de fonctionnalités.
• Établir des modèles opérationnels, des rythmes de communication et des boucles de rétroaction pour sécuriser l'allocation des ressources.
• Enterprise Leadership: 15+ years of demonstrated experience managing large-scale, global cross-functional programs that span multiple enterprise SaaS product lines or clouds
• Executive Gravitas & Influence: A master communicator capable of building "pre-wired" consensus, securing hard commitments from executive stakeholders, and translating complex operational data into compelling business narratives
• Ability to think and operate in strategic frameworks
• Ambiguity & Navigation: Exceptional comfort dealing with ambiguity and structural friction, with the political savvy to align disparate teams under shared organizational goals
• Ecosystem Expertise: Direct experience within Professional Services (PS) or managing partner-led implementation services is a significant plus
• MBA preferred
• Process Architecture: Exceptional workflow-design capabilities, ensuring program frameworks integrate frictionless into matrixed organizational models
• Operational Clarity & Scale: Proven ability to define clear program ownership, execute a "crawl-walk-run" approach to scaling initiatives, and establish enterprise-level KPIs while managing team capacity