Head of Customer Adoption (f/m/d)

<p><strong>Purpose of Position</strong></p> <p>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.</p> <p>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.</p> <p><strong>Please note that this role is for US based candidates only. </strong></p> <p><strong><u>Key Tasks</u></strong></p> <ul> <li>Lead the adoption strategy for Silver+ customers in the 7–24-month lifecycle stage.</li> <li>Drive adoption of key tools, capabilities, and growth levers to maximize customer value and GP.</li> <li>Lead and develop two Team Leaders and the Adoption team.</li> <li>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.</li> <li>Act on recommendations from Quality Assurance to continuously improve customer engagement quality, adoption outcomes, and team effectiveness.</li> <li>Reduce dormancy through proactive engagement and program reactivation strategies.</li> <li>Partner closely with the Heads of Activation and Expansion to ensure seamless customer progression and shared accountability across the lifecycle.</li> </ul> <p><strong><u>Key KPIs</u></strong></p> <ul> <li>GP Performance – Achieve and exceed GP expectations based on customer business attributes before end of Adoption period.</li> <li>Commercial Tier Growth – Increase positive movement into higher commercial tiers during Adoption period.</li> <li>Increase Active Partnerships Post-Early Life.</li> <li>Increase Feature Adoption – Usage of key tools, capabilities, and strategic platform features.</li> <li>Engagement Health – Improvement in defined customer engagement indicators (such as login/open rates etc)</li> <li>Dormancy Reduction – Minimize dormant program and increase reactivation rates.</li> <li>Define & expedite on Expansion Readiness – % of customers reaching successful readiness level into the Expansion lifecycle stage.</li> </ul> <p><strong><u>Skills & Expertise</u></strong></p> <p><strong>Required</strong></p> <ul> <li>Leadership experience within a Customer Success, Account Management or Customer Experience role.</li> <li>Proven success driving customer adoption, engagement, retention, and commercial growth in a SaaS, platform, or Martech environment.</li> <li>A minimum of 7 years Affiliate, partnership, or performance marketing industry experience.</li> <li>Strong commercial acumen with the ability to drive GP growth through customer outcomes.</li> <li>Experience leading and developing high-performing customer-facing teams.</li> <li>Data-driven approach to customer management, using customer health, engagement, and commercial insights to prioritize activity and maximize impact.</li> <li>Strong stakeholder management and cross-functional collaboration skills.<