This position is also available for employment in these areas:Remote - Canada (New Brunswick), Remote - USA
Job Description:Getting a customer live is just the beginning. Getting them to actually adopt, embed, and expand the Pluralsight Platform inside their organization - that's where transformation happens. That's the mission you'll own.
We're looking for a Director of Implementation & Adoption Services to build and scale the team, systems, and playbooks that turn new customers into power users. This is a role for someone who thrives at the intersection of people leadership, delivery excellence, and cross-functional strategy - someone who sees implementation not as a hand-off task, but as the foundation of customer lifetime value.
If you love building high-performing teams, designing scalable delivery models, and being the calm, decisive voice when things get complex, keep reading.
Who You're Committed to Being- A customer-obsessed operator. You measure success in time-to-value, adoption depth, and renewal - not just tickets closed.
- A builder, not just a manager. You don't inherit a playbook - you write it, test it, and improve it.
- A calm executive presence under pressure. When an enterprise account is at risk, you're the person the room turns to.
- A talent magnet. You recruit, coach, and retain professionals who want to do the best work of their careers.
- A cross-functional connector. You know that implementation success is a team sport with Sales, CS, Product, and Finance.
What You'll Own- The end-to-end delivery model - from contracting through go-live, including milestone tracking and a seamless handoff to Customer Success.
- Methodology and playbooks - defining, documenting, and continuously improving implementation and adoption standards tailored to each customer segment.
- Scalability and automation - identifying where technology, process redesign, or outsourcing models can improve efficiency without sacrificing quality.
- Team growth - recruiting, developing, and retaining Implementation & Adoption professionals at every level.
- Executive escalation - stepping in as the senior point of contact for at-risk or complex onboarding and adoption engagements.
- Strategic partnership with Customer Success - co-designing adoption strategies and handoff experiences that feel effortless to the customer.
- Services innovation - evaluating and building new implementation and adoption offerings that expand our value proposition.
- Performance visibility - owning and reporting on KPIs including time-to-value, on-time go-live rate, adoption depth, onboarding CSAT, and first-renewal retention.
Experience You'll Bring- 10+ years in SaaS implementation, professional services, or customer onboarding/adoption - including 6+ years leading people.
- A proven track record scaling implementation and adoption teams inside a high-growth SaaS environment.
- Fluency in both the technical and human sides of enterprise adoption - integrations like SSO, SCIM, LMS, API, and analytics, alongside the change management that makes adoption stick.
- A track record of cross-functional influence with Sales, Customer Success, Product, and Finance leadership.
- Experience building and/or managing billable professional services offerings.
- Bonus: a background in workforce development, L&D strategy, or technology skills enablement.
Why you'll love working here:- We work in a blended environment that supports collaboration, flexibility, and connection across teams.
- We are mission-driven, shaping the future of tech upskillling and delivering impact that matters.
- We foster a culture of inclusion and belonging, where everyone can contribute and thrive.
- We are always learning, creating an environment where you can take on new challenges, expand your skills, and grow with purpose.
- Benefits include competitive compensation, bonus eligibility, comprehensive medical coverage, unlimited PTO, wellness reimbursement, professional development funds, and more.
This role is primarily performed in an office or home office setting and involves standard computer-based work.
The annual US base salary range for this role is 169,000-212,000 CAD. Actual compensation will depend on location, skills, experience, and other factors. Additional benefits and bonuses may apply.
Applications must be submitted within 90 days after the initial posting date to be considered.
Recruiting Scam Notice:Please be aware of recruiting scams. We'll only contact you from an [redacted].com email or verified channels. We never ask for sensitive personal info or payments as part of the hiring process. All openings are posted on our Careers page.
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