Director, Adoption Services

<div class="content-intro"><p>Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io.</p> <p>At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career.</p></div><p>We are seeking a Director of Professional Services, Adoption Services to lead and scale our teams focused on driving customer value through post implementation services, technical guidance, and education. This leadership role will oversee our Adoption Services Team of Managed Services, Technical Account Management (TAM), and Customer Education teams, ensuring a cohesive and high-quality customer experience that accelerates business outcomes and maximizes platform adoption.</p> <p> </p> <p>This organization plays a critical role in accelerating time-to-value, deepening platform adoption, and driving durable Net Revenue Retention (NRR) through measurable customer outcomes.</p> <p> </p> <p>This role requires a proven leader who can set strategy, drive operational excellence, manage a multi-million-dollar portfolio, and develop a large, high-performing team of technical and services professionals. The Director will report to <a href="mailto:jen.huntrakoon@gong.io"><span data-rich-links="{"per_n":"Jen Huntrakoon","per_e":"jen.huntrakoon@gong.io","type":"person"}">Jen Huntrakoon</span></a> and be an active partner with leaders across Professional Services, GTM, Product, and Engineering.</p> <h1><strong>RESPONSIBILITIES</strong></h1> <p><strong>Strategy, Commercial Impact and Operations</strong></p> <ul> <li>Define and shape the long-term strategy for Adoption Services, ensuring alignment to customer outcomes, renewal confidence, and expansion growth, partnering with the Professional Services leadership team.</li> <li>Develop and expand service offerings (including TAM, Managed Services, and Education) to drive customer ROI and contribute to services revenue growth.</li> <li>Ensure Adoption Services directly supports subscription renewal rates, expansion velocity, and Net Revenue Retention (NRR).</li> <li>Design, test, and operationalize scalable post-implementation service models, validating commercial viability, margin profile, and customer impact prior to global rollout.</li> <li>Drive continuous improvement of processes, playbooks, and delivery models across all functions to ensure scalability, predictability, and quality and margin..</li> <li>Manage operational rhythms, ensuring the teams are happy, effective, and growing in their careers.</li> <li>Analyze data from customer feedback and service experiences to identify key trends and drive efficiency and quality improvements.</li> </ul> <p> </p> <p><strong>Customer Portfolio and Engagement</strong></p> <ul> <li>Oversee a multi-million-dollar portfolio of enterprise customers, ensuring accelerated time-to-value, strong adoption depth, renewal confidence, and successful business outcomes.</li> <li>Own the commercial performance of the Managed Services team in driving end-to-end contract strategy, including proactive u ... (truncated, view full listing at source)