Director, Customer Activation & Adoption

Litera • Raleigh, NC

3d • Onsite

About The Position

Join the Legal Tech Revolution at Litera Are you ready to shape the future of how law is practiced? At Litera, we’re on a mission to Raise The Bar™️ for the legal profession by delivering transformational and globally-trusted solutions to law firms and corporate legal teams worldwide. We’ve been a leader in legal tech innovation for 30 years and are leading the legal AI revolution to this day with most of the world’s largest law firms as our clients. If you’re passionate about building AI-forward solutions that scale globally and want your work to impact millions of legal professionals worldwide, this is your opportunity to be part of an extraordinary team that’s elevating the craft of law. This position is based in Raleigh and candidates should reside within reasonable commuting distance, as this role requires on-site presence at least three days per week . Overview: 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.

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
• Preferred location is Raleigh

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

Benefits

• The company culture: We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed