Job
Description
ATEC is a global leader in clean cooking technologies. Following our biogas growth in Cambodia and Bangladesh, in 2021 ATEC has launched a new IoT product version of its eCook connected induction cooking device. Globally over 4 billion people still do not have access to clean cooking technologies and we see both biogas and electric cooking as key technologies to solve this issue by also generating significant carbon offset potential. Our new Senior Manager, Customer Success will play a pivotal role in managing ATEC’s user success program and strategy. This position will focus on optimizing user engagement with ATEC’s products to maximize carbon credit generation while ensuring users experience seamless onboarding and sustained success throughout their journey. The role will collaborate closely with project implementation leads across countries to execute strategies that enhance user satisfaction and product utilization. At ATEC, we view those we serve not simply as customers, but as 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. We are seeking an experienced professional who can design and oversee ATEC’s user success strategy while fostering collaboration across teams. The ideal candidate will have a strong background in customer success management, strategic planning, and data-driven decision-making to ensure ATEC users achieve maximum value from their clean cooking solutions. KEY RESPONSIBILITIES User Success Strategy Development Design a comprehensive strategy to optimize usage of ATEC’s clean cooking solutions. Design, refine, and execute ATEC’s global customer (user) success strategy to drive product adoption, long-term engagement, and user satisfaction. Define usage prompts, gates, and incentives to enhance engagement and carbon credit generation. Map the user journey and establish frameworks for successful onboarding and sustained usage. Lead the development of tools, processes, and metrics to track and improve the user journey, including onboarding, usage education, support, and retention to ensure the selection of the right user, right household. Champion a user-centric culture throughout the organization as part of our #continuouslearning Usage Management Lead the execution of the user success strategy by working closely with project implementation leads in various countries and with ATEC marketing. Implement initiatives that increase sustained product use to ensure high levels of usage Collaborate with relevant internal teams to ensure effective tracking and reporting of program performance metrics, providing input on requirements and insights to support continuous improvement. Regularly review program effectiveness and recommend adjustments to enhance user engagement and outcomes. Stakeholder Collaboration & User Engagement Work closely with internal teams, project implementation leads, and field operations to align user success strategies with organizational goals. Serve as the primary point of contact for project implementation leads regarding user success initiatives. Actively engage with users in the field—conduct in-person visits, gather feedback through surveys and interviews, and build strong, trust-based relationships. Design and implement user-focused experiments, such as A/B tests of incentives, prompts, and engagement strategies, to continuously improve user experience and product adoption. Collaborate with the carbon origination and implementation teams to interpret usage trends and translate insights into actionable engagement strategies. Provide coaching, tools, and capacity building to customer-facing teams to deliver consistent and high-quality user support as well as proactively address user pain points. User Experience Optimization Develop initiatives that improve the overall user experience with ATEC products from onboarding through sustained usage. Identify opportunities for proactive engagement to address challenges and enhance satisfaction. Establish feedback loops that bring user insights into product iterations and service enhancements. 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. QUALIFICATIONS AND EXPERIENCE Bachelor’s degree in business, marketing, or a related field; advanced degree preferred. Minimum 5 years of experience in customer success management or program strategy roles. Proven track record in designing and executing successful user engagement strategies. Strong analytical skills with experience in data-driven decision-making and performance tracking. Familiarity with carbon credit programs or clean cooking solutions is highly desirable. Excellent communication skills, both written and verbal, with the ability to convey complex concepts effectively across diverse audiences. Experience working in cross-functional teams within a global organization. Proficiency in CRM tools and data visualization platforms (e.g., Hubspot). 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 Show more Show less
