Leader, Customer Adoption & Experience

AdvancedMD•South Jordan, UT

2d•Hybrid

About The Position

AdvancedMD is seeking a customer-obsessed leader to build and own the end-to-end customer journey, from sale to full adoption. This role will oversee the customer journey map, voice-of-the-customer program, and the Enablement team. The ideal candidate will be a strategic and hands-on builder who can translate customer insights into actionable improvements, partnering with various leaders across the organization to enhance customer adoption, time-to-value, and gross revenue retention. This position reports to the Sr. Director, Customer Success Operations.

Requirements

8+ years of progressive experience in customer success, customer experience, customer education, or related post-sale functions.
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.
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: ability to define metrics, frame analytical questions, interpret results, and direct analysts, and 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.
Ability to operate as both a strategic leader and a hands-on builder during periods of organizational change.
Clear communication with non-technical stakeholders.

Nice To Haves

Hands-on experience with CS platforms (e.g., Planhat, Gainsight) and digital adoption platforms (e.g., Pendo) at a program-ownership level.
Experience applying AI to content creation, customer feedback analysis, or customer engagement at scale.
Experience building a function from an early stage, including defining roles and headcount needs.
Hands-on analytical skills (e.g., SQL, BI tools, advanced Excel) or a certification in customer success or customer experience (e.g., CCXP).
Background in healthcare technology, practice management, or EHR software.
Ability to lead with clarity and calm in ambiguous environments.
Advanced degree preferred.

Responsibilities

Own the end-to-end post-sale customer journey map, from implementation through long-term ownership and support.
Identify customer roadblocks and collaborate with relevant leaders to drive solutions.
Define adoption milestones and key customer moments in partnership with CS leaders.
Partner with CSM leadership to shape lifecycle playbooks and engagement levels based on journey insights and VoC findings.
Collaborate with Implementation leadership to reduce time-to-value by identifying friction points and recommending efficiency improvements.
Shape digital customer success strategies with the CSM onboarding team, providing journey insights and adoption milestones.
Apply AI and automation to scale team impact, working with CS Systems to avoid duplicated tools and effort.
Lead the Enablement function for customers, Professional Services, CSMs, and Support.
Shift the Enablement team from request-driven training to proactive education tied to journey gaps, product releases, and regulatory changes.
Build and manage the voice-of-the-customer program in collaboration with Product, Marketing, Support, and other departments.
Define and report on adoption and experience metrics, and shape the customer health score.
Connect outcomes to Gross Revenue Retention (GRR) and present results and recommendations.
Lead and develop the Enablement team and the Program Manager, Customer Journey & Insights.
Build a culture of rigor, accountability, and continuous improvement.