Director, Customer Activation & Adoption
About the position As a Director, Customer Activation & Adoption at Litera, you will be part of a dynamic team that is passionate about driving innovation in the legal technology space. You will have the opportunity to work with cutting-edge tools and collaborate with industry experts to deliver solutions that make a real difference in the legal profession. In this role you will own the strategy, execution, and outcomes of Litera’s post-sale activation and early adoption motion. This leader is responsible for building and scaling a high-performing activation team that proactively drives customers from purchase to first value, reduces time-to-activation, protects ARR, and improves long-term product stickiness.
Responsibilities
- Team Leadership & Coaching
- Hire, onboard, coach, and performance-manage a team of Customer Activation & Adoption Specialists
- Establish clear role expectations, activity standards, and career development paths
- Conduct regular call reviews, pipeline reviews, and skill coaching to improve outreach quality and activation outcomes
- Foster a culture of accountability, urgency, and customer-first execution
- Activation Strategy & Program Ownership
- Define and operationalize Litera’s activation and early adoption strategy
- Design scalable activation programs for dormant or under-utilizing customers
- Establish standardized activation motions, playbooks, and engagement cadences
- Continuously refine segmentation and prioritization strategies based on ARR risk, usage signals, and customer profile
- Operational Excellence & Metrics
- Own activation KPIs, including: Activation rate of purchased solutions Time-to-Activation (TTA) 30/60/90-day adoption benchmarks ARR at-risk identified and recovered Expansion pipeline influenced by adoption insights
- Build dashboards and reporting to track performance at team and program levels
- Use data and insights to identify bottlenecks, optimize workflows, and drive continuous improvement
- Cross-Functional Collaboration
- Partner with Customer Success to align activation efforts with account health and renewal strategy
- Coordinate with Implementation, Technical Support, Training, and Product to remove systemic activation blockers
- Provide feedback loops to Product and Enablement teams based on real-world activation challenges
- Align with Sales on activation-driven expansion and recovery opportunities
- Customer Lifecycle & Risk Management
- Own early lifecycle risk mitigation related to non-activation or low adoption
- Ensure high-risk accounts are identified early and routed appropriately
- Drive consistent handoffs between activation, success, and support motions
- Serve as escalation point for complex activation scenarios
Requirements
- Experience in Legal Tech or complex B2B SaaS environments
- Familiarity with SaaS implementation and adoption lifecycles
- Experience supporting multiple products or platforms
- Background working closely with Product, Sales, and Enablement team
Benefits
- Commitment to Employees : Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact
- Global, Dynamic, and Diverse Team : Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together
- Comprehensive Benefits Package: Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey.
- Career Growth and Development : We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles
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