Director, Customer Activation & Adoption

About the position

As a Director, Customer Activation & Adoption at Litera, you will be part of a dynamic team that is passionate about driving innovation in the legal technology space. You will have the opportunity to work with cutting-edge tools and collaborate with industry experts to deliver solutions that make a real difference in the legal profession. In this role you will own the strategy, execution, and outcomes of Litera’s post-sale activation and early adoption motion. This leader is responsible for building and scaling a high-performing activation team that proactively drives customers from purchase to first value, reduces time-to-activation, protects ARR, and improves long-term product stickiness.

Responsibilities
• Team Leadership & Coaching
• Hire, onboard, coach, and performance-manage a team of Customer Activation & Adoption Specialists
• Establish clear role expectations, activity standards, and career development paths
• Conduct regular call reviews, pipeline reviews, and skill coaching to improve outreach quality and activation outcomes
• Foster a culture of accountability, urgency, and customer-first execution
• Activation Strategy & Program Ownership
• Define and operationalize Litera’s activation and early adoption strategy
• Design scalable activation programs for dormant or under-utilizing customers
• Establish standardized activation motions, playbooks, and engagement cadences
• Continuously refine segmentation and prioritization strategies based on ARR risk, usage signals, and customer profile
• Operational Excellence & Metrics
• Own activation KPIs, including: Activation rate of purchased solutions Time-to-Activation (TTA) 30/60/90-day adoption benchmarks ARR at-risk identified and recovered Expansion pipeline influenced by adoption insights
• Build dashboards and reporting to track performance at team and program levels
• Use data and insights to identify bottlenecks, optimize workflows, and drive continuous improvement
• Cross-Functional Collaboration
• Partner with Customer Success to align activation efforts with account health and renewal strategy
• Coordinate with Implementation, Technical Support, Training, and Product to remove systemic activation blockers
• Provide feedback loops to Product and Enablement teams based on real-world activation challenges
• Align with Sales on activation-driven expansion and recovery opportunities
• Customer Lifecycle & Risk Management
• Own early lifecycle risk mitigation related to non-activation or low adoption
• Ensure high-risk accounts are identified early and routed appropriately
• Drive consistent handoffs between activation, success, and support motions
• Serve as escalation point for complex activation scenarios

Requirements
• Experience in Legal Tech or complex B2B SaaS environments
• Familiarity with SaaS implementation and adoption lifecycles
• Experience supporting multiple products or platforms
• Background working closely with Product, Sales, and Enablement team

Benefits
• Commitment to Employees : Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact
• Global, Dynamic, and Diverse Team : Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together
• Comprehensive Benefits Package: Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey.
• Career Growth and Development : We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles