[Remote] Senior Director of Platform Adoption

<div class="content-intro"><p>Convoso is a leading AI-powered contact center platform purpose-built for revenue teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to drive customer growth while supporting adherence to regulatory standards.</p> <p><strong>Who We Are:</strong></p> <p>While headquartered in Los Angeles, the Convoso team can be found around the globe working in either a hybrid or remote capacity. Awarded as a "best place to work" company, our culture fosters team integrity, positive persistence, and continuous growth.<br><br>Our core platform powers successful sales teams across multiple industries, giving our customers a competitive edge and streamlined productivity. With built-in Al and automations, our product is a premium offering in a competitive space. We continue to grow our product capabilities to better&nbsp;serve our current customers and to expand into newer markets.<br><br>Convoso is looking for people who are excited about technology and innovation. We are a company of motivated team players with diverse backgrounds driving accelerated growth in a supportive, positive culture.</p></div><p>&nbsp;</p> <p><strong>The Job:</strong></p> <p>The Senior Director of Platform Adoption is a strategic, execution-focused leadership role responsible for maximizing customer value realization across Convoso's client base. This role operates as a high-impact overlay to the Customer Success organization — working directly with top-tier accounts, at-risk clients, and internal teams to accelerate onboarding, deepen platform usage, and drive Net Revenue Retention (NRR) toward 100%. The ideal candidate combines operational rigor with hands-on client engagement, and is equally comfortable redesigning a broken process as they are sitting across the table from a VP of Operations at a top-20 account.</p> <p><strong>What You'll Be Doing:</strong></p> <ul> <li>Serve as a senior, trusted point of contact for Convoso's highest-value accounts, providing strategic guidance on business processes and platform utilization.</li> <li>Partner closely with the Customer Success leadership team to triage and support at-risk accounts, acting as a specialized overlay resource rather than a replacement for the CSM function.</li> <li>Audit, redesign, and streamline the implementation and onboarding process end-to-end, in partnership with Implementation, Product, and Support teams.</li> <li>Define, implement, and maintain a client health scoring framework; use it to prioritize intervention and retention efforts.</li> <li>Analyze cost drivers in onboarding and launch, and champion automation or process changes to reduce them.</li> <li>Design and lead