Director, AI Adoption
Overview
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.
What You'll Do
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.
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.
Requirements
8+ years of experience in onboarding, implementation, client success, operations, or a related leadership role.
Experience in legal services (preferred), professional services, or similarly complex environments.
Proven experience managing teams that travel and execute on-site client engagements.
Strong background in customer advocacy and relationship management, particularly in high-stakes or transition-heavy environments.
Exceptional organizational and project management skills; comfortable juggling multiple onboarding tracks simultaneously.
Demonstrated ability to work cross-functionally and influence without direct authority.
Willingness and ability to travel regularly (including overnight and multi-day site visits).
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.