Leader, Customer Adoption & Experience

About the role

Are you a customer-obsessed leader who sees the whole journey and knows how to turn what customers tell you into changes that help them succeed? AdvancedMD is entering a defining chapter. We are building a customer success organization that can support both our established enterprise motion and a new product-led offering launching this year. The Leader, Customer Adoption & Experience will hold the end-to-end view of how our customers move from sale to full adoption, owning the customer journey map and insights, the voice-of-the-customer program, and the Enablement team. This is a builder's role that leads through insight and influence. You will turn customer signals into clear recommendations and partner with the line leaders who run each stage of the journey, defining adoption milestones with CS leaders, shaping playbooks and engagement levels with CSM leadership, improving time-to-value and efficiency with Implementation leadership, and informing digital customer success with the CSM onboarding team. You will report to the Sr. Director, Customer Success Operations and work closely with Product, Marketing, Support, BI, and CS Systems on a regular basis. This role is equal parts strategy