Role Summary

Are you a customer-obsessed leader who sees the whole journey and knows how to turn what customers tell you into changes that help them succeed? AdvancedMD is entering a defining chapter. We are building a customer success organization that can support both our established enterprise motion and a new product-led offering launching this year. The Leader, Customer Adoption & Experience will hold the end-to-end view of how our customers move from sale to full adoption, owning the customer journey map and insights, the voice-of-the-customer program, and the Enablement team.

This is a builder's role that leads through insight and influence. You will turn customer signals into clear recommendations and partner with the line leaders who run each stage of the journey, defining adoption milestones with CS leaders, shaping playbooks and engagement levels with CSM leadership, improving time-to-value and efficiency with Implementation leadership, and informing digital customer success with the CSM onboarding team. You will report to the Sr. Director, Customer Success Operations and work closely with Product, Marketing, Support, BI, and CS Systems on a regular basis. This role is equal parts strategy and execution: you will be expected to set the direction and roll up your sleeves to see it through. In collaboration with those leaders, you will be accountable for measurable improvement in adoption, time-to-value, and gross revenue retention across our post-sale customer base.

If you enjoy mapping the customer experience, turning feedback and data into decisions, and building education that helps customers get productive faster, we'd love to meet you.

Essential Job Duties

Customer Journey & Insights:

• Own the end-to-end post-sale customer journey map, covering implementation, first-year onboarding, long-term CSM ownership, and support - and use it as a practical tool, not a slide in a deck
• Identify where customers stall and bring those findings to the leaders who own each stage - don't just surface the problem, help drive the fix
• Define adoption milestones and key customer moments in partnership with CS leaders, so every team works toward the same picture of an adopted customer

Partnership Across the Customer Lifecycle:

• Partner with CSM leadership on lifecycle playbooks and the right level of engagement by segment, providing the journey insight, VoC findings, and data that help CSM teams succeed
• Partner with Implementation leadership to reduce time-to-value - identifying friction, recommending efficiency improvements, and determining where automated or self-serve training can replace manual effort
• Shape digital customer success with the CSM onboarding team, who runs the program - you contribute journey insight, adoption milestones, and content
• Apply AI and automation to scale the team's impact, partnering with CS Systems to avoid duplicated tools and effort

Enablement:

• Lead the Enablement function across four audiences: customers, Professional Services, CSMs, and Support
• Shift the team from request-driven training to proactive education tied to journey gaps, product releases, and regulatory changes
• Work in partnership with instructional design, technical writing, and video teams to deliver content and programs at scale

Voice of the Customer:

• Build and run the voice-of-the-customer program with Product, Marketing, Support, and other departments
• Share insights across the organization so decisions reflect the customer experience

Reporting & Analystics:

• Define and report adoption and experience metrics, and shape the customer health score, in collaboration with CS leaders, BI, and CS Systems
• Connect outcomes to GRR and present results and recommendations to the Sr. Director, Customer Success Operations

Team Leadership:

• Lead and develop the team, directly managing the Enablement team and the Program Manager, Customer Journey & Insights
• Build a culture of rigor, accountability, and continuous improvement

What You'll Need to Get the Job Done:

• 8+ years of progressive experience in customer success, customer experience, customer education, or related post-sale functions - with at least 3 years in a people leadership role (Director-level candidates typically bring 10+ years of experience and 5+ years of people leadership)
• Background in B2B SaaS or healthcare technology
• Bachelor's degree in Business, Communications, Education, or a related field required; equivalent experience considered. Advanced degree preferred
• Proven success designing and scaling a digital or tech-touch customer success program that measurably improved adoption or retention
• Experience mapping an end-to-end customer journey and driving improvements through the teams that own each stage
• Track record leading customer education or enablement teams that produced content and programs at scale
• Experience building or running a voice-of-the-customer program and turning qualitative and quantitative feedback into action
• Data fluency - you can define metrics, frame analytical questions, interpret results, and direct analysts - and you know how to tie program outcomes to GRR, NRR, and time-to-value
• Strong executive communication and cross-functional influence skills, including with Product, Marketing, and Sales leadership, without direct authority
• You can operate as both a strategic leader and a hands-on builder during periods of organizational change
• You communicate clearly with non-technical stakeholders and don't hide behind complexity

What Will Make us LOVE You

• You have hands-on experience with CS platforms (e.g., Planhat, Gainsight) and digital adoption platforms (e.g., Pendo) at a program-ownership level
• You have applied AI to content creation, customer feedback analysis, or customer engagement at scale - and have a clear point of view on where it helps most
• You've built a function from an early stage before, including defining roles and headcount needs
• You bring hands-on analytical skills (e.g., SQL, BI tools, advanced Excel) or hold a certification in customer success or customer experience (e.g., CCXP)
• You have a background in healthcare technology, practice management, or EHR software, with an intuitive understanding of what drives adoption and churn in medical practices
• You obsess over the customer journey and naturally translate customer feedback and operational data into decisions that improve it
• You lead with clarity and calm in ambiguous environments, and the teams around you - from Product to Sales to the C-suite - trust you as a true partner

Work Environment

• While Hybrid is our preferred approach company-wide, work arrangements vary by team and role. Many positions offer meaningful remote work opportunities based on individual performance, team structure, and alignment with role KPIs. Certain teams, however, require a Full In-Office presence due to the nature of their work or collaboration needs.
  
  Specific expectations for this role will be discussed during the interview process.

What We Offer:

• Competitive compensation and total rewards benefits
• Comprehensive health, dental, and vision insurance
• 401(k) with generous company match
• Paid time off and holidays
• Hybrid and remote work opportunities
• Career growth and development support
• Collaborative, team-oriented culture