Director, Customer Adoption

Description

Sprout Social is looking to hire a Director, Customer Adoption for the Customer Experience team.

Why join Sprout’s Customer Experience team?

Sprout Social’s Customer Experience division is evolving to meet the future of customer engagement. With a high bar for excellence and innovation, the Support & Adoption Operations team combines world-class support with proactive, data-driven engagement. Our mission is to revolutionize how we empower customers by leveraging automation, insights, and operational rigor to deliver adoption, retention, and growth at scale.

The Director of Customer Adoption will not only design the strategy for scaled success, but also optimize the team and operating model to execute it. You will be responsible for setting and tracking performance metrics across the scaled book of business, ensuring the team is accountable to adoption, logo retention, and Net Dollar Retention (NDR) goals. This role will establish clear KPIs, introduce stretch goals, and create reporting frameworks that make progress visible at every level of the organization. As both a strategic leader and operational driver, you will build scalable systems and team structures that consistently deliver measurable impact for customers and for Sprout.

The ideal candidate is both visionary and operational. You can architect scalable systems that marry proactive customer strategy with operational excellence, and you are energized by cross-functional collaboration across Support, Success, Sales, Product, and Data teams.

What you’ll do

• Build & Scale Adoption Frameworks
  Design, operationalize, and continuously refine scalable adoption programs, blending automation, Gainsight playbooks, and digital-first engagement strategies.
• Operationalize Risk & Opportunity Signals
  Partner with Ops and Data teams to surface leading indicators of risk (low adoption, disengagement, churn behaviors) and opportunity (expansion, upsell readiness). Translate insights into actionable workflows for customer operations and success teams.
• Drive Proactive Customer Engagement
  Create lifecycle-based engagement models spanning onboarding, utilization, expansion, and renewal readiness. Ensure customers receive timely and value-focused outreach that accelerates adoption and reduces churn.
• Own Systems & Tools Strategy
  Partner with Success and Support Ops to optimize Gainsight, Zendesk, and other CX tools for scaled adoption. Ensure workflows, CTAs, and dashboards align to business priorities and enable efficient execution.
• Partner Cross-Functionally
  Serve as the connective tissue between CX, Product, and Revenue teams, ensuring customer insights are shared, acted on, and tied back to measurable business outcomes.

What you’ll bring

The minimum qualifications for this role include:

• 10+ years of experience in Customer Success, Scaled Success, Support Operations, or related SaaS CX leadership roles
• 3+ years in people management, with demonstrated success leading high-performing, cross-functional teams
• Expertise in designing scaled engagement strategies, lifecycle playbooks, or digital adoption programs
• Strong operational acumen with experience in Gainsight (or similar), Salesforce, and CX engagement tools
• Data-driven decision maker with proven ability to define and track KPIs that drive adoption, retention, and growth

Preferred qualifications for this role include:

• Proven experience leading Customer Success or Operations functions in high-growth SaaS environments, with a focus on scaling teams, processes, and systems from the ground up
• Demonstrated success driving automation, AI/ML-driven insights, or digital engagement strategies
• Strong executive presence and communication skills, with the ability to influence across senior stakeholders
• Passion for operational excellence and continuous improvement in the customer experience

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• Complete Sprout’s onboarding, gaining a deep understanding of our products, values, and customer engagement model
• Build relationships with Support, Success, Product, and Revenue leaders
• Review current team workflows in Gainsight and Zendesk, CTAs, and adoption playbooks

Within 3 months, you’ll start hitting your stride by:

• Define a clear vision for scaled adoption strategy across lifecycle stages (onboarding, utilization, renewals, expansion)
• Partner with Operations to establish reporting frameworks and dashboards that track customer health, adopti