Head of Customer Adoption (f/m/d)

awin; Chicago (IL); Hybrid; USD 120,000 - 140,000; Full time

Benefits offered by this job

Flexi-Week

Flexi-Office

Remote working allowance

Medical & Life Insurance

401(k)

Paid Vacation & Time Off

Awin Academy learning & recognition

Job summary

Awin is seeking a Head of Customer Adoption in the United States to lead the 7–24 month Adoption lifecycle for ~1,300 programs. You will drive utilization, reactivate dormant programs, and build a robust pipeline for Expansion, reporting to the Managing Director.

You will oversee two teams and leverage ML-driven insights to optimize GP and retention. The role emphasizes leadership of customer-facing teams, strategic planning, and cross-functional collaboration to deliver scalable customer

Qualifications

• 7+ years experience in affiliate, partnership, or performance marketing.
• Proven success driving customer adoption, engagement, retention and commercial growth in SaaS/Martech.
• Leadership of high-performing customer-facing teams.
• Data-driven approach using health, engagement and commercial insights to prioritize activity.
• Strong stakeholder management and cross-functional collaboration skills.

Responsibilities

• Lead the adoption strategy for Silver+ customers in the 7–24-month lifecycle.
• Drive adoption of tools, capabilities and growth levers to maximize value and GP.
• Lead and develop two Team Leaders and the Adoption team.
• Prioritize engagement using insights to maximize growth and minimize churn.
• Collaborate with Activation/Expansion leaders for seamless lifecycle progression.

Skills

Leadership

Customer Success

Data-driven

AI/ML insights

Stakeholder management

Cross-functional collaboration

Team leadership

GP growth

Education

Experience in Affiliate/partnership marketing

Job description

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.

Key Tasks

• 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.

Key KPIs

• GP Performance – Achieve and exceed GP expectations based on customer business attributes before end of Adoption period.


• Commercial Tier Growth – Increase positive movement into higher commercial tiers during Adoption period.


• Increase Active Partnerships Post-Early Life.


• Increase Feature Adoption – Usage of key tools, capabilities, and strategic platform features.


• Engagement Health – Improvement in defined customer engagement indicators (such as login/open rates etc)


• Dormancy Reduction – Minimize dormant program and increase reactivation rates.


• Define & expedite on Expansion Readiness – % of customers reaching successful readiness level into the Expansion lifecycle stage.

Skills & Expertise

Required

• 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.


• Experience leveraging AI and machine learning insights to drive customer growth strategies.

Our Offer

Flexi-Week: We prioritize your mental health and wellbeing by offering you a four-day Flexi-Week (with one lighter or completely disconnected day per week) at full pay, with no reduction to your annual holiday allowance.

Flexi-Office: We offer an international culture and flexibility through our hybrid working model, designed to foster collaboration, trust, and autonomy.

Work Expense Contribution & Remote Working Furniture: You will receive a monthly allowance to cover part of your running costs, as well as a furniture package to support you in setting up a comfortable workspace at home.

Medical & Life Insurance: Comprehensive health, vision, and dental coverage, along with life insurance protection for you and your family. We offer comprehensive 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): We contribute regularly to support your long-term retirement savings.

Paid Vacation & Time Off: Competitive personal time off as well as sick days. We also offer a variety of different paid special leaves as well as various maternity/paternity for expecting parents

In addition, you’ll benefit from our global offering, including health and wellbeing initiatives, learning and development via Awin Academy, and peer-to-peer recognition programs.

Compensation Range: $120k - $140k/annually

Established in 2000, Awin is proud of our dynamic, social and inclusive culture.

Like all businesses, we’ve had to adapt and nurture our culture in a virtual environment. Our virtual ‘Life @ Awin’ hub brings our colleagues from across the globe together for various social activities.

Diversity & Inclusion are paramount to us, and we proudly pursue and hire diverse team members. We champion uniqueness and authenticity; this is who we are at our core. Our network of affiliate partnerships are diverse and transparent, as are the employees powering our vision to build the world’s leading open partner ecosystem. We welcome all backgrounds, identities, and experiences. If you need support at any point in the application or interview process, please let us know.