Director of AI Adoption

• We are seeking an experienced Director of AI Adoption to lead the post-sale onboarding experience for newly acquired personal injury firms
• This is a senior, client-facing role responsible for ensuring every firm is successfully transitioned, fully operational, and confident in their partnership with us
• The Director of AI Adoption is a customer advocate first, balancing operational rigor with relationship management
• You will lead a traveling onboarding team, personally engage with firm leadership, and coordinate closely with Sales, Product, Customer Success, Engineering, Operations, and Finance teams to deliver a seamless onboarding experience; often on site
• The role demands exceptional organizational and coordination skills, including managing complex schedules, aligning diverse stakeholders, and navigating competing expectations
• Furthermore, it requires experience instrumenting and managing teams against SaaS and user activation metrics, to ensure “magic moments” and widespread, lasting user adoption
• Regular travel is a core component of the position
• Own the post-sale onboarding experience for new firms, from handoff through successful go-live and stabilization
• Serve as the primary advocate for newly onboarded firms, ensuring their needs, concerns, and feedback are heard and addressed internally
• Lead, mentor, and manage an onboarding team that conducts on-site and remote implementations, including travel planning and execution
• Personally participate in on-site onboarding engagements as needed, particularly for complex or high-priority firms
• Build and maintain structured onboarding plans, success metrics, timelines, and checklists tailored to each firm
• Coordinate cross-functionally with Sales, Product, Customer Success, Engineering, Operations, Finance and leadership to ensure alignment and accountability
• Develop and refine onboarding processes to improve consistency, efficiency, and client satisfaction
• Manage scheduling across multiple firms, teams, and time zones with precision and flexibility
• Identify risks or gaps early and proactively escalate or resolve issues before they impact the client experience
• Create systems to track onboarding progress, outcomes, and performance metrics; report insights and trends to leadership
• Act as a trusted senior presence for firm owners and leadership during a critical transition period
• What Success Looks Like
• New firms feel supported, confident, and well-prepared from day one
• Onboarding timelines are met or exceeded without sacrificing quality
• Internal teams are aligned, informed, and clear on their roles
• Issues are anticipated and resolved before they become escalations
• The onboarding team operates efficiently, consistently, and professionally in the field

Benefits

• Flexible working hours to match your style
• Offsites - get to meet your coworkers on a fully-expenses trip ever 6-12 months
• A variety of virtual team events such as game nights & happy hours
• Choice of medical, dental, and vision insurance plans for you and your family
• Flexible paid time off and 10+ holidays per year
• A stipend to upgrade your home office for fully-remote roles
• 401k for US-based employees

• 8+ years of experience in onboarding, implementation, client success, operations, or a related leadership role
• Exceptional organizational and project management skills; comfortable juggling multiple onboarding tracks simultaneously
• Executive-level communication skills with the ability to engage confidently with firm owners and senior leadership
• Calm, solution-oriented leadership style with a high level of accountability
• Willingness and ability to travel regularly (including overnight and multi-day site visits)
• Proven experience managing teams that travel and execute on-site client engagements
• Experience in legal services (preferred), professional services, or similarly complex environments
• Strong background in customer advocacy and relationship management, particularly in high-stakes or transition-heavy environments
• Demonstrated ability to work cross-functionally and influence without direct authority