Job description

Convoso is a leading AI-powered contact center platform purpose-built for revenue teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to drive customer growth while supporting adherence to regulatory standards. Who We Are: While headquartered in Los Angeles, the Convoso team can be found around the globe working in either a hybrid or remote capacity. Awarded as a "best place to work" company, our culture fosters team integrity, positive persistence, and continuous growth. Our core platform powers successful sales teams across multiple industries, giving our customers a competitive edge and streamlined productivity. With built-in Al and automations, our product is a premium offering in a competitive space. We continue to grow our product capabilities to better serve our current customers and to expand into newer markets. Convoso is looking for people who are excited about technology and innovation. We are a company of motivated team players with diverse backgrounds driving accelerated growth in a supportive, positive culture. The Job: The Senior Director of Platform Adoption is a strategic, execution-focused leadership role responsible for maximizing customer value realization across Convoso's client base. This role operates as a high-impact overlay to the Customer Success organization — working directly with top-tier accounts, at-risk clients, and internal teams to accelerate onboarding, deepen platform usage, and drive Net Revenue Retention (NRR) toward 100%. The ideal candidate combines operational rigor with hands-on client engagement, and is equally comfortable redesigning a broken process as they are sitting across the table from a VP of Operations at a top-20 account. What You'll Be Doing: Serve as a senior, trusted point of contact for Convoso's highest-value accounts, providing strategic guidance on business processes and platform utilization. Partner closely with the Customer Success leadership team to triage and support at-risk accounts, acting as a specialized overlay resource rather than a replacement for the CSM function. Audit, redesign, and streamline the implementation and onboarding process end-to-end, in partnership with Implementation, Product, and Support teams. Define, implement, and maintain a client health scoring framework; use it to prioritize intervention and retention efforts. Analyze cost drivers in onboarding and launch, and champion automation or process changes to reduce them. Design and lead an internal enablement / “bench” program to build call-center domain expertise across the organization. Establish clear, mutually agreed success metrics with new clients during onboarding to align expectations from day one. Report regularly on NRR, health scores, onboarding velocity, and revenue-growth progress to executive leadership. Staying close to our front line support team and being a resource for them in all aspects of the business is another key focus for this role. Looking at common themes in support tickets and using that as a training ground for our support team to level them up is another key expectation Utilizing and becoming an expert with our new chat.convoso.com tool is key to success. Becoming an expert means using AI more and people less to solve issues, leading us to run a more efficient team Who You Are: Required 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. Work Perks Worth The Hype: 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) And a team of highly experienced and kind colleagues! HQ Office: Casual office environment & dress Daily catered lunches Fully stocked kitchen (Dietary restriction-friendly) Happy Hours On-site Car Wash Free Parking Compensation: The base salary range is: $150,000 - $175,000. The Base Pay Range for this position is based on the industry benchmark for position, function, level and the company's compensation strategies. However, final offers may vary from the amount listed based on geography, candidate experience and expertise, and other objective business. Convoso’s compensation package also includes equity for all eligible U.S full time roles and exceptional benefits, including generous 401k match. Your California Privacy Rights: As a California resident who is an applicant to be an employee of Convoso, you have certain rights under California law with respect to information collected by Convoso in the course and scope of its evaluation of your application. The types of information Convoso collects and your rights with respect to that information are contained in Convoso’s privacy policy, which you can review by going to convoso.com .

Requirements

Must-haves

Serve as a senior, trusted point of contact for Convoso's highest-value accounts, providing strategic guidance on business processes and platform utilization.
Partner closely with the Customer Success leadership team to triage and support at-risk accounts, acting as a specialized overlay resource rather than a replacement for the CSM function.
Audit, redesign, and streamline the implementation and onboarding process end-to-end, in partnership with Implementation, Product, and Support teams.
Define, implement, and maintain a client health scoring framework; use it to prioritize intervention and retention efforts.
Analyze cost drivers in onboarding and launch, and champion automation or process changes to reduce them.
Design and lead an internal enablement / “bench” program to build call-center domain expertise across the organization.
Establish clear, mutually agreed success metrics with new clients during onboarding to align expectations from day one.
Report regularly on NRR, health scores, onboarding velocity, and revenue-growth progress to executive leadership.
Utilizing and becoming an expert with our new chat.convoso.com tool is key to success. Becoming an expert means using AI more and people less to solve issues, leading us to run a more efficient team
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.
Competitive compensation package
Affordable Vision plan and optional FSA
Your birthday off
Monthly credits toward food & beverage
Company Outings
On and offsite team building events

Nice-to-haves

(Preferred) Experience designing internal coaching, enablement, or “bench” talent-development programs.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: greenhouse
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401k

Pto

Parental Leave