TL;DR
Director, Customer Activation & Adoption (LegalTech): Developing and executing post-sale activation strategies to drive product adoption for complex SaaS solutions with an accent on reducing time-to-value and minimizing churn. Focus on building a high-performing team, optimizing engagement playbooks, and collaborating across departments to influence ARR and long-term product stickiness.
Location: Must be based in Raleigh, NC; requires on-site presence at least three days per week.
Company
A global leader in legal technology innovation providing AI-forward solutions to law firms and corporate legal teams worldwide.
What you will do
- Define and operationalize the global activation and early adoption strategy.
- Hire, onboard, and coach a team of Customer Activation & Adoption Specialists.
- Design and scale activation playbooks for under-utilizing customers.
- Own and track key KPIs including Activation Rate, TTA, and ARR at-risk mitigation.
- Collaborate with Product, Sales, and Customer Success to remove adoption blockers.
- Identify high-risk accounts and serve as an escalation point for complex scenarios.
Requirements
- Proven experience in LegalTech or complex B2B SaaS environments.
- Familiarity with SaaS implementation and adoption lifecycles.
- Experience managing multi-product or platform portfolios.
- Proven background in cross-functional collaboration with Product, Sales, and Enablement teams.
- Must be able to commute to the Raleigh, NC office 3 days per week.
Culture & Benefits
- Comprehensive health insurance and retirement savings plans.
- Commitment to an inclusive and diverse global team environment.
- Generous paid time off and support for work-life balance.
- Clear pathways for professional development and career growth.
- Focus on building AI-forward tools that impact millions of legal professionals.