HEAD OF CUSTOMER AGENTIC ADOPTION AND VALUE REALIZATION
The Opportunity
This is a build role. You will stand up Eightfold's Customer Agentic Adoption function from the ground up - the team, the playbooks, the activation brand, and the muscle that turns purchased agentic capacity into measurable customer usage at enterprise scale. You will own the moment that defines whether agentic AI is a line item on a contract or a transformation our customers can feel. You will partner closely with Customer Value (retention and delivery) and Customer Growth (expansion), and you will report directly to the Chief Growth Officer.
Mandate
Turn purchased capacity into actual usage. Build the activation muscle and the brand around it.
Primary Success Metrics
• Utilization and consumption of agentic capacity across the installed base
• AI-conducted interviews delivered through customer deployments
• Increase agentic adoption across eligible accounts
• Time-to-first-value and time-to-scaled-value on every new agentic deployment
• Customer-reported business outcomes tied to agentic usage (efficiency, quality of hire, internal mobility)
Key Responsibilities
Build and Lead the Adoption Function
• Hire, structure, and lead a team of functional and technical Adoption Leads accountable for moving customers from contract to consumption
• Define the operating model, coverage model, and segmentation for adoption engagement across enterprise and standalone agentic accounts
• Establish a clear handoff from Sales and Solution Delivery into Adoption, and a clear interlock with Customer Value and Customer Growth
Own the Activation Playbook
• Design the end-to-end activation journey for each agentic product line - from configuration through go-live through scaled production usage
• Build the consumption analytics layer that gives Eightfold and its customers a shared, real-time view of usage, friction, and value realized
• Instrument early-warning signals for at-risk adoption and build the rapid-response motion to intervene before utilization stalls
Lead Agent Academy
• Own Agent Academy as the category-defining certification and enablement platform for agentic workforce roles inside customer organizations
• Build the curriculum, certification tiers, and customer-facing brand that make Eightfold the place enterprises send their people to become agent-fluent
• Scale Agent Academy as both a customer adoption lever and a market-shaping asset for the broader category
Be the Voice of the Customer to Product and Engineering
• Run the Product and Engineering liaison function - a structured, evidence-based feedback loop from adoption reality into the roadmap
• Translate consumption data, friction patterns, and customer interviews into prioritized product input
• Partner with Product leaders to close the loop with customers on what shipped and what changed because of their feedback
Build the Activation Brand
• Position Eightfold's adoption motion as a differentiator in the market, not a cost center
• Partner with Marketing to externalize adoption stories, benchmarks, and customer outcomes
• Represent Eightfold at customer councils, executive briefings, and category-defining events on agentic workforce transformation
Required Experience and Qualifications
• 15+ years of enterprise SaaS experience, with at least 5 years leading a post-sale function (Customer Success, Adoption, Professional Services, or equivalent) at senior leadership scope
• Proven track record of building or scaling an adoption or activation function inside a high-growth enterprise software company - ideally one going through a platform or AI-native transition
• Demonstrated ownership of consumption, utilization, or product-led growth metrics at meaningful enterprise scale (not just logo retention)
• Experience standing up an enablement, certification, or academy program that became a recognized brand in its category is strongly preferred
• Fluency with AI, agentic, or workflow automation products - you can hold a credible conversation with a CHRO, a CIO, and a Head of Platform Engineering in the same week
• Track record of building Product feedback loops that influenced roadmap and shipped
• Executive presence to operate as a peer to CHROs, CIOs, and CTOs at Fortune 500 customers
• Experience leading distributed teams of functional and technical talent; comfort hiring, leveling, and developing senior individual contributors and managers
• Strong analytical instincts - you reason from data, build dashboards that drive decisions, and hold your team to the same standard
• Bachelor's degree required; advanced degree or equivalent enterprise leadership experience preferred
What We Believe
We are a team of self-starters who excel in their fields. We believe in giving you responsibility, not just a task. We want you to have ownership and pride in your work and see its positive impact on your colleagues, our customers, and the world. We are committed to providing transparency and support so you can do the best work of your career.
Hybrid Work @ Eightfold: We embrace a hybrid work model that aims to boost collaboration, enhance our culture, and drive innovation through a blend of remote and in-person work. We are committed to creating a dynamic and flexible work environment that nurtures the collaborative spirit of our team.
Experience our comprehensive benefits with family medical, vision and dental coverage, a competitive base salary, and eligibility for equity awards and discretionary bonuses.
