Vice President - Adoption

Role Overview

The VP of Adoption will own the full lifecycle of customer enablement — from post-sale onboarding and training to long-term retention and value realization. You’ll lead teams across implementation, customer success, clinical engagement, and workflow design. Your mandate is to ensure that our platform becomes indispensable to the institutions we serve.

You’ll work cross-functionally with product, engineering, clinical operations, and business development teams to ensure our clients see real-world impact and measurable ROI through sustained, high-quality adoption.

Responsibilities

• Customer Onboarding Strategy: Design and scale onboarding frameworks that accelerate time-to-value and set the foundation for long-term customer success.
• Platform Adoption & Utilization: Drive deep product usage across clinical, operational, and administrative users; ensure the platform becomes core to customers’ daily workflows.
• Leadership & Team Building: Build and lead a multidisciplinary team that includes implementation managers, customer success leads, clinical liaisons, and adoption specialists.
• Customer Experience & Outcomes: Establish clear success metrics for adoption, utilization, and ROI; develop executive-level reporting and drive accountability across customer teams.
• Voice of the Customer: Serve as the customer’s internal advocate — bringing insights from the field to influence product development, support models, and strategic priorities.
• Change Management & Training: Develop change management programs and scalable training resources to support behavioral adoption across diverse user types (clinical, technical, operational).
• Cross-Functional Collaboration: Partner with product, engineering, sales, and executive teams to deliver a seamless customer experience and reduce friction during adoption.
• Enterprise Rollouts: Oversee complex, multi-site customer rollouts — especially in regulated environments like healthcare — ensuring compliance, continuity, and satisfaction.
• Retention & Expansion: Work closely with growth and account teams to ensure high retention and identify opportunities for upsell and expansion through demonstrated impact.

Qualifications

• 8+ years of experience in customer success, implementation, or adoption strategy in a B2B SaaS, healthtech, or enterprise tech environment
• 4+ years of leadership experience managing multi-functional post-sales or customer experience teams
• Deep understanding of enterprise workflows — ideally in healthcare, life sciences, or other highly regulated industries
• Proven ability to scale adoption frameworks and processes across enterprise accounts
• Exceptional cross-functional leadership skills and experience working closely with product and engineering teams
• Strong data orientation — able to define and track KPIs related to usage, activation, retention, and ROI
• Outstanding communication and executive presence; able to influence internal and external stakeholders at all levels
• Comfortable operating in fast-paced, high-growth environments where ambiguity is expected and autonomy is rewarded
• Bonus: Familiarity with EHR systems, payer workflows, or AI/ML-enabled platforms