Head of Customer Success and Product Adption

ATEC is a climate tech company that provides clean cooking solutions to households across the Global South. Our IoT-enabled electric induction stoves and biodigesters replace biomass-fueled cooking in Asia and Africa, while simultaneously generating fully digitised carbon credits and providing households at the base of the pyramid with access to global carbon markets. ATEC is decarbonising cooking through verifiable technology and solving a health problem that affects 1 in 2 people on the planet.

Our new Head of Customer Success and Product Adoption will play a pivotal role in ensuring users are engaged with ATEC’s products to an optimal level, and achieve maximum value as a result. This role leads user engagement and adoption strategy, driving seamless onboarding, ongoing satisfaction, and maximized carbon credit generation. The Head of Customer Success and Product Adoption will partner with cross-functional and project implementation leads to execute strategies aligned with user needs and organizational objectives.

At ATEC, we view those we serve not simply as one-time customers, but as long-term product users—valued partners with whom we seek to build lasting, collaborative relationships that extend far beyond a single transaction. This perspective reflects our commitment to supporting and empowering our users throughout their entire journey with us.

This leader will champion the customer journey and user experience, leveraging product management principles to coordinate feedback, prioritize feature improvements, and implement initiatives that enhance product utilization. The ideal candidate combines deep product management experience with customer success expertise to translate user insights into impactful solutions.

KEY RESPONSIBILITIES

Customer Success & User Adoption Strategy

• Lead development and implementation of ATEC’s customer success and product adoption frameworks, optimizing onboarding, engagement, and user satisfaction.
• Map and continually improve the end-to-end user journey, identifying moments to drive adoption, reduce friction, and enhance value realization.
• Work with product and technical teams to introduce features and prompts that reinforce engagement and high-value usage behaviors.
• Design incentive and education programs that promote sustained product use and maximize carbon credit generation.

Usage Management & Support

• Partner with project teams and marketing to deliver sustained usage programs, measure engagement metrics, and drive retention.
• Regularly review performance, recommend adjustments, and implement best practices to improve user engagement and product stickiness.
• Provide strategic coaching, documentation, and enablement tools to customer-facing teams to deliver consistent, high-quality user support.

User Experience, Product Feedback & Enablement

• Act as the voice of the user in cross-functional settings, ensuring customer feedback is systematically captured and informs product and service enhancements.
• Collaborate with the product team to prioritize feature requests, influence product roadmap decisions, and support launches that expand customer success outcomes.
• Lead user testing, pilots, and A/B experiments to validate adoption strategies and new product features.
• Translate support and usage data into actionable insights for product innovation and operational improvement.

Stakeholder Engagement & Relationship Building

• Develop strong relationships with users through field visits, interviews, and surveys; serve as a trusted advisor and advocate for their success.
• Collaborate across countries and functions to ensure alignment between user adoption strategies and organizational priorities.
• Facilitate feedback loops between users, implementation teams, and product managers to enable rapid response to emerging opportunities and challenges.

Knowledge Sharing & Continuous Improvement

• Capture insights from program execution to refine strategies and share best practices across teams.
• Support training and capacity-building efforts related to user success programs globally.

Other responsibilities as delegated by the Chief Operations Officer

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in product management, business, marketing, or related field; advanced degree preferred.
• Minimum 5 years’ experience in customer success management, user experience and adoption, or program strategy roles, including exposure to product management or user-centric product design.
• Demonstrated success in executing user engagement and adoption strategies, with a track record of partnering with product teams to drive improvements.
• Strong data-driven decision-making skills and experience managing performance metrics and feedback loops.
• Experience working with base-of-pyramid customers or emerging consumer markets is highly desirable.
• Excellent communication skills for diverse and global teams; proficiency with CRM and analytics platforms (e.g., Hubspot) preferred.

PERSONAL ATTRIBUTES

• Strategic thinker with a proactive approach to problem-solving and ability to translate organizational goals into actionable strategies.
• High emotional intelligence and ability to build strong relationships across teams and cultures.
• Detail-oriented with exceptional organizational skills.
• Passionate about sustainability and making a positive impact on global communities.
• Adaptable in fast-paced, distributed environments with competing priorities.
• Passionate about leveraging technology to create impactful solutions aligned with ATEC’s mission.
• Driven to help people and communities.