Head of Customer Adoption (f/m/d)
About The Position
The Head of Customer Adoption leads the strategy for customers in the Adoption lifecycle stage (months 7–24 post-launch). This role is responsible for Silver, Gold, Platinum and Diamond commercial tier customers (approximately 1,300 programs). The primary goal is to drive adoption of key tools, capabilities, and strategic growth levers to maximize customer value, engagement, and Gross Profit growth. The Head of Customer Adoption leads two teams, comprising 2 Team leaders and approximately 12 supporting roles, to deliver proactive, data-led engagement, increase platform utilization, reactivate dormant programs, and create a strong pipeline of customers ready to progress into the Expansion phase of the Customer Management Framework. 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 at full pay
- Hybrid working model
- Monthly allowance for work expenses
- Furniture package for home workspace
- Comprehensive health, vision, and dental coverage (100% covered for employee, 50% for spouses)
- Life insurance protection
- 401(k) contributions
- Competitive personal time off and sick days
- Variety of paid special leaves
- Maternity/paternity leave
- Health and wellbeing initiatives
- Learning and development via Awin Academy
- Peer-to-peer recognition programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
