Customer Success & Growth Lead
$155k - $175kS Piper Staffing LLC
???? 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 youve 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 Youll 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:
- Youre a systems thinker who redesigns how work gets done
- Youve led transformation before and can prove it with results
- You thrive in ambiguity and change
- You balance strategy with hands-on execution
- Youre as credible with executives as you are with your team
- You dont just manage CSyou build and evolve it
???? Bottom Line:
Were looking for someone who has already done this before and is ready to do it again at a high level. If youre passionate about customer outcomes, team performance, and building the future of Customer Success with AI , wed love to connect!
Vacancy posted 1 day ago
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