[Remote] Senior Director of Platform Adoption

The Job:

The Senior Director of Platform Adoption is a strategic, execution-focused leadership role responsible for maximizing customer value realization across Convoso's client base. This role operates as a high-impact overlay to the Customer Success organization — working directly with top-tier accounts, at-risk clients, and internal teams to accelerate onboarding, deepen platform usage, and drive Net Revenue Retention (NRR) toward 100%. The ideal candidate combines operational rigor with hands-on client engagement, and is equally comfortable redesigning a broken process as they are sitting across the table from a VP of Operations at a top-20 account.

What You'll Be Doing:

• Serve as a senior, trusted point of contact for Convoso's highest-value accounts, providing strategic guidance on business processes and platform utilization.
• Partner closely with the Customer Success leadership team to triage and support at-risk accounts, acting as a specialized overlay resource rather than a replacement for the CSM function.
• Audit, redesign, and streamline the implementation and onboarding process end-to-end, in partnership with Implementation, Product, and Support teams.
• Define, implement, and maintain a client health scoring framework; use it to prioritize intervention and retention efforts.
• Analyze cost drivers in onboarding and launch, and champion automation or process changes to reduce them.
• Design and lead an internal enablement / “bench” program to build call-center domain expertise across the organization.
• Establish clear, mutually agreed success metrics with new clients during onboarding to align expectations from day one.
• Report regularly on NRR, health scores, onboarding velocity, and revenue-growth progress to executive leadership.
• Staying close to our front line support team and being a resource for them in all aspects of the business is another key focus for this role.  Looking at common themes in support tickets and using that as a training ground for our support team to level them up is another key expectation 
• Utilizing and becoming an expert with our new chat.convoso.com tool is key to success.  Becoming an expert means using AI more and people less to solve issues, leading us to run a more efficient team

Who You Are:

Required

• 8+ years of experience in Customer Success, Client Services, Account Management, or Operations leadership.
• Direct experience managing operations within an outbound call center.
• Deep understanding of outbound call-center operations, including day-to-day processes, challenges, KPIs, and workflows.
• Demonstrated track record of owning and improving retention, NRR, or similar revenue-retention metrics.
• Strong process-improvement orientation; experience redesigning onboarding, implementation, or operational workflows.
• Excellent executive presence and consultative skills; comfortable advising senior stakeholders at top-tier accounts.
• Experience building or improving a client/customer health-scoring framework.
• Strong cross-functional collaboration skills, particularly with Customer Success, Implementation, Product, and Support teams.
• (Preferred) Experience designing internal coaching, enablement, or “bench” talent-development programs.

Work Perks Worth The Hype:

• Competitive compensation package
• Stock options
• 100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
• Affordable Vision plan and optional FSA
• PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
• Your birthday off
• 401k program with generous company match
• No cost Employee Assistance Program and Travel Assistance
• Monthly Gym membership reimbursement
• Monthly credits toward food & beverage
• Company Outings
• On and offsite team building events
• Paid training for departments
• Apple laptop (most roles)
• And a team of highly experienced and kind colleagues!

HQ Office:

• Casual office environment & dress
• Daily catered lunches
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours
• On-site Car Wash 
• Free Parking 

Compensation:

The base salary range is: $150,000 - $175,000.

The Base Pay Range for this position is based on the industry benchmark for position, function, level and the company's compensation strategies. However, final offers may vary from the amount listed based on geography, candidate experience and expertise, and other objective business. Convoso’s compensation package also includes equity for all eligible U.S full time roles and exceptional benefits, including generous 401k match.

Your California Privacy Rights:

As a California resident who is an applicant to be an employee of Convoso, you have certain rights under California law with respect to information collected by Convoso in the course and scope of its evaluation of your application. The types of information Convoso collects and your rights with respect to that information are contained in Convoso’s privacy policy, which you can review by going to https://www.convoso.com/privacy-policy/.