Director, Customer Adoption

Director, Customer Adoption 

Class Technologies, Inc. 

Remote, North America Based 

Who We Are 

Class is the virtual classroom for learning and development—built upon the audio and video capabilities of Zoom and Microsoft Teams. Developed by Class  Technologies Inc., the company enables the active learning of 10M+ users from 1,500+ businesses and schools and is the largest provider of virtual classroom  software globally. Recently named one of TIME’s Top 10 EdTech Companies, Class provides a powerful virtual learning platform that transforms online education  and workforce training at scale. 

Developed in partnership with Zoom and Microsoft, Class brings to market two 'sister' virtual classroom solutions that are purpose-built for online learning — Class  for Zoom and Class for Microsoft Teams. Backed by industry-leading research, Class has demonstrated measurable improvements in cognitive engagement (+32%),  learner confidence (+46%) over traditional video conferencing tools.  

Founded in 2020 by Ed-Tech pioneer Michael Chasen, co-founder and former CEO of Blackboard, Class Technologies Inc. has become the global leader in virtual  online learning with an ambitious mission to transform education and change the way the world learns. 

About The Role 

We are seeking a highly qualified and self-starting individual to join Class as the Director of Customer Adoption; a highly strategic role and overall business function  that will be built-out to ensure our customers successfully and fully adopt our solution after their initial implementation, launch, and training period.  

This role will focus on driving usage and adoption across our largest and most strategic customers; optimizing their utilization of key Class features that drive  adoption, increase usage, and drive their long-term success with Class. 

The Director of Customer Adoption will play a critical part in shaping the customer journey by developing scalable training & adoption strategies, partnering with  the Account Manager on key accounts, and acting as a customer advocate internally across the organization. Additionally, the Director of Customer Adoption will be  responsible for aligning customer success initiatives with broader business goals and fostering a customer-centric culture within the company. The Director of  Customer Adoption will report into the SVP of Renewals.

What You’ll Be Doing 

• Develop & execute adoption strategies that align customer success initiatives with overall business objectives. 

• Leverage data-driven insights to track customer health and identify trends, challenges, and proactive solutions. 

• Act as the voice of the customer, ensuring feedback influences product development and business decisions. 

• Build and implement customer engagement programs that encourage deeper product adoption and utilization. 

• Foster a customer-centric culture, ensuring that all teams understand their role in delivering value to customers. 

• Collaborate cross-functionally with Account Management, Implementation, Sales, Product, Marketing, and Support to drive an optimized customer experience. 

• Track and report on key customer success metrics, ensuring transparency and accountability in adoption efforts. 

Specific Responsibilities will Include 

• Developing and implementing customer adoption strategies to increase engagement, grow usage, utilize key features of Class, and reduce churn. • Help lead Class’s largest and most strategic customers through their first year, ensuring smooth onboarding, adoption, and usage growth. • Establishing and owning customer usage benchmarks to measure engagement and flag at-risk accounts early. 

• Help designing and executing customer training programs to help customers maximize product capabilities. 

• Collaborating with Account Management, Implementation, Product, Marketing, Sales, and Customer Support to align customer adoption initiatives with business goals. 

• Step in where needed supporting the implementation and training team. 

• Staying updated on industry trends and customer success best practices to continually refine adoption strategies. 

What You’ll Bring to the Table 

● 7+ years of experience in Customer Success, Account Management, or Customer Adoption leadership roles in SaaS or technology. ● Proven ability to develop and implement scalable customer adoption strategies that drive measurable business impact. ● Strong analytical skills to track, measure, and optimize customer health and retention metrics. 

● Ability to align customer success initiatives with broader business objectives to drive sustainable growth. 

● Experience fostering a customer-centric culture within an organization. 

● Excellent communication and stakeholder management skills, with experience driving cross-functional initiatives. 

● Experience working with enterprise-level customers, managing complex customer relationships, and ensuring high-value engagement. ● Leadership experience with a track record of building and mentoring customer success teams. 

● Comfort working in a fast-paced, high-growth environment, with a strong ability to navigate ambiguity and change. ● Experience in the Ed-Tech space is a clear 'plus'. 

● Familiarity with SaaS solutions for online teaching & learning

● Ability to work independently in a geographically dispersed team. 

● Self-motivated 

Job Type: Full-time/Exempt 

Location: 100% Remote - North America based 

Benefits: 

● Unlimited PTO 

● Medical, Dental, and Vision Coverage 

● STD, LTD, and Life Insurance 

Class Technologies is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual  orientation, gender identity, national origin, veteran, or disability status. 

If you are passionate about customer success, driving engagement, and building scalable adoption programs, we’d love to hear from you!