Head of Customer Adoption (f/m/d)

Awin•Chicago, IL

1d•Hybrid

About The Position

Reporting to the Managing Director, the Head of Customer Adoption leads the strategy for customers in the Adoption lifecycle stage (months 7–24 post-launch). Responsible for Silver, Gold, Platinum and Diamond commercial tier customers (approximately 1,300 programs), the role drives adoption of key tools, capabilities, and strategic growth levers to maximize customer value, engagement, and Gross Profit growth. Leading two Teams comprising 2 Team leaders and approx. 12 supporting roles, the Head of Customer Adoption delivers proactive, data-led engagement, increases platform utilization, reactivates dormant programs, and creates a strong pipeline of customers ready to progress into the Expansion phase of the Customer Management Framework. Please note that this role is for US based candidates only.

Requirements

Leadership experience within a Customer Success, Account Management or Customer Experience role.
Proven success driving customer adoption, engagement, retention, and commercial growth in a SaaS, platform, or Martech environment.
A minimum of 7 years Affiliate, partnership, or performance marketing industry experience.
Strong commercial acumen with the ability to drive GP growth through customer outcomes.
Experience leading and developing high-performing customer-facing teams.
Data-driven approach to customer management, using customer health, engagement, and commercial insights to prioritize activity and maximize impact.
Strong stakeholder management and cross-functional collaboration skills.
Passion for delivering scalable customer success and value realization programs.

Nice To Haves

Experience leveraging AI and machine learning insights to drive customer growth strategies.
Salesforce CRM expertise.

Responsibilities

Lead the adoption strategy for Silver+ customers in the 7–24-month lifecycle stage.
Drive adoption of key tools, capabilities, and growth levers to maximize customer value and GP.
Lead and develop two Team Leaders and the Adoption team.
Prioritize customer engagement and intervention activity using commercial opportunity, customer behavior, churn risk, and machine learning-driven insights provided by Revenue Operations to maximize growth, mitigate risk, and optimize customer outcomes.
Act on recommendations from Quality Assurance to continuously improve customer engagement quality, adoption outcomes, and team effectiveness.
Reduce dormancy through proactive engagement and program reactivation strategies.
Partner closely with the Heads of Activation and Expansion to ensure seamless customer progression and shared accountability across the lifecycle.

Benefits

Four-day Flexi-Week (with one lighter or completely disconnected day per week) at full pay, with no reduction to your annual holiday allowance.
Hybrid working model.
Monthly allowance to cover part of your running costs.
Furniture package to support you in setting up a comfortable workspace at home.
Comprehensive health, vision, and dental coverage, along with life insurance protection for you and your family.
Premiums for health (CareFirst BlueCross BlueShield of Maryland), dental, and vision which are 100% covered for the employee and 50% for spouses with eligibility on the first of the month after hire date.
401(k) contributions.
Competitive personal time off as well as sick days.
Variety of different paid special leaves.
Various maternity/paternity for expecting parents.
Health and wellbeing initiatives.
Learning and development via Awin Academy.
Peer-to-peer recognition programs.