Manager, Technical Adoption Architecture (Professional Services)

Ironclad•San Francisco, CA

12d•$134,000 - $168,000•Hybrid

About The Position

Ironclad is seeking a forward-thinking Manager, Technical Adoption Architecture to lead their AI-focused team of Technical Adoption Architects (TAAs). TAAs are product experts and problem solvers responsible for helping customers realize value from Ironclad’s CLM platform, agents, and AI offerings. They partner with customers from early proof of value through implementation, activation, and foundational adoption, translating customer goals into practical, scalable contracting solutions. As a Manager, Technical Adoption Architecture, you will oversee a team on the forefront of Ironclad’s agent and AI product offerings. You will ensure agentic solutions and AI capabilities are thoughtfully incorporated into customer deployments, while helping evolve how Professional Services delivers customer value, outcomes, and adoption. You will provide hands-on support for complex or at-risk engagements, continuously improve delivery processes, and partner closely with cross-functional teams to ensure a seamless customer experience. This is a people-first, customer-centric leadership role responsible for coaching and developing TAAs, providing clear guidance, fostering an inclusive and high-performing team culture, and leading the team through change. You will translate strategy into an executable plan, with a strong focus on development, retention, and team effectiveness. You will also partner with Product and Engineering to provide early feedback and testing for new agent and AI capabilities ahead of general releases. This is a hybrid role requiring office attendance twice a week for collaboration and connection, with potential for additional in-office days for team or company events.

Requirements

Demonstrated experience managing or mentoring an implementation, consulting, architecture, or customer-facing technical team
Experience in a Professional Services delivery role, with strong results in customer satisfaction, project delivery, adoption, and risk mitigation
6-8 years of experience working with a SaaS, AI or technology company
Experience with the Ironclad platform or other CLM systems strongly preferred
Practical AI fluency and strong curiosity about emerging agent and AI capabilities, including the ability to explain AI concepts, limitations, risks, controls, and use cases clearly
Experience diagnosing why an AI interaction or agent workflow did not produce the desired result and iterating on prompts, processes, or solution design preferred
Strong technical solution-design judgment, including experience with workflows, automations, integrations, platform architecture, sequencing, maintainability, and extensibility
Ability to connect technical decisions to customer value, adoption outcomes, measurable success criteria, and long-term platform ownership
Experience translating strategy into an executable plan and leading teams through organizational or operating-model change
Strong communication and interpersonal skills, with the ability to establish a vision, inspire and grow a diverse team, and provide and receive feedback
Proven ability to build scalable systems, improve operational efficiency, and adapt quickly in an evolving organization
Comfortable working directly with enterprise customers, navigating complex stakeholder groups, and managing escalations
Ability and willingness to travel up to 10% of the time

Responsibilities

Lead, mentor, and grow a high-performing team of Technical Adoption Architects
Set clear performance expectations, provide regular feedback, and support career development, retention, and progression
Translate Customer Value and Professional Services strategy into an executable team plan, operating rhythm, and set of measurable outcomes
Oversee delivery of packaged service offerings, custom SOW delivery, and investment projects, incorporating agentic and AI-enabled solutions into customer deployments
Guide the team in designing and building customer contracting processes in Ironclad, including workflows, templates, integrations, automations, and AI-supported experiences
Provide hands-on support for complex or at-risk projects, strategic customer engagements, executive workshops, and stakeholder escalations
Advise on staffing, resource planning, forecasting, and prioritization to ensure smooth project delivery and effective customer coverage
Partner with Account Teams, Adoption Strategists, Enterprise Architects, Legal AI Specialists, Support, Customer Success, Product, and Engineering to improve the end-to-end customer experience
Establish a regular feedback loop with Product and Engineering by involving the TAA team in early product feedback, testing, and readiness for new agent and AI capabilities
Build the team's AI fluency so they can support customers in understanding how to apply AI responsibly, including what AI and agents can and cannot do, appropriate controls, risks, and tradeoffs within contracting workflows
Continuously improve and evolve Professional Services toward a model centered on customer value, measurable outcomes, speed to value, and sustained adoption
Build scalable processes, playbooks, tooling, and operating mechanisms that enable consistent delivery excellence and improve operational efficiency
Identify opportunities to use AI tools internally to improve preparation, solution design, delivery efficiency, knowledge sharing, quality assurance, and team operations
Analyze implementation data, customer feedback, and delivery insights to improve quality, time to value, adoption, and project health
Be accountable for team KPIs, including customer outcomes, adoption, time to value, project health, delivery quality, utilization, revenue delivery, gross margin, and implementation CSAT
Work with Professional Services leadership on annual planning, team strategy, risk management, and change-management priorities

Benefits

100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy-up plan options available
Market-leading leave policies, including gender-neutral parental leave and compassionate leave
Family forming support through Maven for you and your partner
Paid time off - take the time you need, when you need it
Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
Mental health support through Modern Health, including therapy, coaching, and digital tools
Pre-tax commuter benefits (US Employees)
401(k) plan with Fidelity with employer match (US Employees)
Regular team events to connect, recharge, and have fun
Opportunity to help build the company you want to work at