Customer Success & Growth Lead

Title: Customer Success & Growth Lead (SaaS/Startups/AI Integration/Automation Experience) 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. 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 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 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 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! #J-18808-Ljbffr S Piper Staffing LLC