Customer Success & Growth Lead

Title: Customer Success & Growth Lead (SaaS/Startups/AI Integration/Automation Experience)

Type: Full-Time/Perm/Hybrid

Location: San Mateo, CA (3 Days a Week On-site)

Base Salary Range: $155k - $175k/annually, depending on experience + Bonuses/Incentives

OTE (All-in): $200k+/annually

Why This Role Matters:

This is not a “maintain the status quo” Customer Success role. This is a transformational leadership opportunity for someone who has strong experience building, scaling, and evolving Customer Success Teams and Functions and is ready to do it again for a SaaS/AI-Enablement/Start-Up "feel" environment . You will own the current Customer Success performance while redesigning the future of how Customer Success operates, leveraging AI, Automation, and Data-Driven Workflows to create, build, and lead a proactive, scalable revenue-driving function.

If You are Comfortable:

• Leading high-impact customer conversations.
• Building, Coaching, and Leveling-up a Customer Success Team.
• Designing workflows, systems, and automation, implementing AI-powered automation across Customer Success initiatives.

This is the role you’ve been waiting for.

Your Impact (Year 1 Priorities):

• Establish structured, scalable Customer Success practices.
• Drive Net Revenue Retention (NRR) and expansion growth.
• Implement AI-powered automation across Customer Success workflows.

What You’ll Own:

Customer Success Leadership & Strategy

• Lead and evolve the Customer Success operating model
• Balance immediate customer outcomes with long-term transformation
• Champion a proactive, value + revenue-driven CS mindset

Customer Outcomes & Growth

• Own retention, churn, and expansion performance
• Define and operationalize customer health scoring & early warning systems
• Lead escalations and complex customer scenarios
• Improve time-to-value across onboarding and lifecycle

CS Transformation & AI Enablement

• Redesign workflows, processes, and tooling across CS
• Identify and implement automation + AI opportunities
• Build systems for:
• Health scoring
• Onboarding journeys
• Renewal signals
• Expansion insights
• Ensure human touch is applied where it matters most

Customer Experience Design

• Map and optimize the end-to-end customer journey
• Reduce friction and improve consistency across touchpoints
• Deliver personalized experiences at scale

Team Leadership & Development

• Lead, coach, and grow a team of Customer Success Managers
• Elevate commercial acumen and strategic customer engagement
• Build capability in AI-enabled ways of working
• Foster a culture of continuous improvement and experimentation

Data, Metrics & Performance

• Own CS metrics: NRR, churn, CSAT, health coverage
• Measure impact of automation and workflow improvements
• Provide clear reporting and insights to leadership

Cross-Functional Influence

• Act as the voice of the customer
• Partner closely with Product, Sales, and Marketing
• Translate customer insights into product and growth strategy

✅ What You Bring:

• 7+ years in Customer Success within SaaS or tech-enabled environments
• Proven experience leading and scaling CS teams
• Track record of driving retention, expansion, and NRR growth
• Experience redesigning CS workflows and operating models
• Strong expertise in AI, automation, and CS tooling
• Deep understanding of customer lifecycle, health models, and metrics
• Experience partnering with Product and Revenue leadership
• Strong proficiency with HubSpot (or similar CRM/CS platforms)

What Sets You Apart:

• You’re a systems thinker who redesigns how work gets done
• You’ve led transformation before —and can prove it with results
• You thrive in ambiguity and change
• You balance strategy with hands-on execution
• You’re as credible with executives as you are with your team
• You don’t just manage CS—you build and evolve it

Bottom Line:

We’re looking for someone who has already done this before —and is ready to do it again at a high level. If you’re passionate about customer outcomes, team performance, and building the future of Customer Success with AI , we’d love to connect!