Senior Director of Platform Adoption

Convoso

Senior Director maximizing platform adoption, onboarding, and retention for Convoso’s AI-powered contact-center platform. Advising major accounts and improving customer-success operations.

Posted 8/20/2026full-timeRemote • California • 🇺🇸 United StatesSenior💰 $150,000 - $175,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Customer Success and Account Management, with a strong focus on improving client retention and operational workflows. Proficient in designing health-scoring frameworks and leading cross-functional collaboration to enhance call-center operations.

Highest-signal resume keywords

Customer Success LeadershipOutbound Call-Center OperationsRetention Metrics ManagementProcess ImprovementCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client Health-Scoring FrameworkOnboarding Process RedesignOperational Workflow ImprovementKPI AnalysisCost Driver Analysis

Soft Skills

Executive PresenceConsultative SkillsTraining and Development

Tools & Technologies

Chat.Convoso.comAI Solutions

Industry Keywords

Customer SuccessAccount ManagementClient ServicesCall-Center OperationsRetention Strategies

About the role

Key responsibilities & impact

Serve as a senior, trusted point of contact for Convoso's highest-value accounts, providing strategic guidance on business processes and platform utilization.
Partner with Customer Success leadership to triage and support at-risk accounts as a specialized overlay resource.
Audit, redesign, and streamline the implementation and onboarding process end-to-end with Implementation, Product, and Support teams.
Define, implement, and maintain a client health-scoring framework to prioritize intervention and retention efforts.
Analyze onboarding and launch cost drivers and champion automation or process changes to reduce them.
Design and lead an internal enablement / “bench” program to build call-center domain expertise.
Establish success metrics with new clients during onboarding.
Report on NRR, health scores, onboarding velocity, and revenue-growth progress to executive leadership.
Stay close to the front-line support team, identify common support-ticket themes, and use them to train and level up the support team.
Become an expert in chat.convoso.com and use AI to solve issues more efficiently with less reliance on people.

Requirements

What you’ll need

8+ years of experience in Customer Success, Client Services, Account Management, or Operations leadership.
Direct experience managing operations within an outbound call center.
Deep understanding of outbound call-center operations, including day-to-day processes, challenges, KPIs, and workflows.
Demonstrated track record of owning and improving retention, NRR, or similar revenue-retention metrics.
Strong process-improvement orientation; experience redesigning onboarding, implementation, or operational workflows.
Excellent executive presence and consultative skills; comfortable advising senior stakeholders at top-tier accounts.
Experience building or improving a client/customer health-scoring framework.
Strong cross-functional collaboration skills, particularly with Customer Success, Implementation, Product, and Support teams.
(Preferred) Experience designing internal coaching, enablement, or “bench” talent-development programs.

Benefits

Comp & perks

Competitive compensation package
Stock options
100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
Affordable Vision plan and optional FSA
PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
Your birthday off
401k program with generous company match
No cost Employee Assistance Program and Travel Assistance
Monthly Gym membership reimbursement
Monthly credits toward food & beverage
Company Outings
On and offsite team building events
Paid training for departments
Apple laptop (most roles)
A team of highly experienced and kind colleagues!
Casual office environment & dress
Daily catered lunches
Fully stocked kitchen (Dietary restriction-friendly)
Happy Hours
On-site Car Wash
Free Parking