Director, Adoption Services

We are seeking a Director of Professional Services, Adoption Services to lead and scale our teams focused on driving customer value through post implementation services, technical guidance, and education. This leadership role will oversee our Adoption Services Team of Managed Services, Technical Account Management (TAM), and Customer Education teams, ensuring a cohesive and high-quality customer experience that accelerates business outcomes and maximizes platform adoption.

 

This organization plays a critical role in accelerating time-to-value, deepening platform adoption, and driving durable Net Revenue Retention (NRR) through measurable customer outcomes.

 

This role requires a proven leader who can set strategy, drive operational excellence, manage a multi-million-dollar portfolio, and develop a large, high-performing team of technical and services professionals. The Director will report to Jen Huntrakoon and be an active partner with leaders across Professional Services, GTM, Product, and Engineering.

RESPONSIBILITIES

Strategy, Commercial Impact and Operations

• Define and shape the long-term strategy for Adoption Services, ensuring alignment to customer outcomes, renewal confidence, and expansion growth, partnering with the Professional Services leadership team.
• Develop and expand service offerings (including TAM, Managed Services, and Education) to drive customer ROI and contribute to services revenue growth.
• Ensure Adoption Services directly supports subscription renewal rates, expansion velocity, and Net Revenue Retention (NRR).
• Design, test, and operationalize scalable post-implementation service models, validating commercial viability, margin profile, and customer impact prior to global rollout.
• Drive continuous improvement of processes, playbooks, and delivery models across all functions to ensure scalability, predictability,  and quality and margin..
• Manage operational rhythms, ensuring the teams are happy, effective, and growing in their careers.
• Analyze data from customer feedback and service experiences to identify key trends and drive efficiency and quality improvements.

 

Customer Portfolio and Engagement

• Oversee a multi-million-dollar portfolio of enterprise customers, ensuring accelerated time-to-value, strong adoption depth, renewal confidence, and successful business outcomes.
• Own the commercial performance of the Managed Services team in driving end-to-end contract strategy, including proactive upsells, expansion opportunities, change requests, renewals, and services margin performance.
• Act as a senior escalation point for high-priority customer and internal challenges, navigating issues with sound judgment and urgency.
• Be a champion for customer needs internally, influencing Product and Engineering roadmaps.

Team Leadership and Talent Development

• Lead, mentor, and grow a diverse organization comprising the Managed Services, Technical Account Management, and Customer Education teams.
• Foster a culture of excellence, accountability, continuous improvement, and collaboration across all teams.
• Be accountable for hiring, onboarding, and developing top-tier talent, ensuring the team scales effectively to meet evolving business needs.
• Set clear, measurable goals and direction for the overall organization, team managers, and individuals, providing regular performance feedback.

QUALIFICATIONS

Category	Requirement
Experience	10+ years of experience in Professional Services, Managed Services, Customer Success, or Technical Account Management within an enterprise SaaS environment.
Leadership	5+ years of experience in people management, leading senior technical ICs and/or managing other managers.
Portfolio Management	Proven ability to manage a large, multi-million-dollar services customer portfolio and drive commercial outcomes. Demonstrated impact on renewal rates, expansion growth, or Net Revenue Retention (NRR) through post-implementation service strategies.
Technical Acumen	Strong technical foundation in API integrations, database concepts, and enterprise software configurations. Excellence in distilling complex technical concepts for non-technical audiences.
Collaboration	Extensive experience working cross-functionally with Sales, Product, Engineering, and Customer Success to align services strategy with business goals.
Environment	Comfortable operating in fast-paced, high-growth, and evolving environments.
Travel	Ability to travel up to 25% to customer sites and for internal meetings.
Education	Bachelor's degree or equivalent practical experience.

PERKS & BENEFITS 

• We offer Gongsters a variety of private health insurance plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• Education & learning stipend for personal growth and development.
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.
• Company-wide recharge days each quarter.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

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Gong believes in offering competitive compensation and benefits tailored to the local region. Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, colour, religion, age, or any other basis protected by law.

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