Customer Success & Growth Lead

Customer Success & Growth Lead

San Francisco Bay Area, CA

Full-Time | Permanent | Hybrid

$165,000 – $200,000 Base (DOE)

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 built, scaled, and evolved Customer Success functions—and is ready to do it again. You’ll own today’s Customer Success performance while redesigning the future of how CS operates —leveraging AI, automation, and data-driven workflows to create a proactive, scalable, revenue-driving function.

If you’re equally comfortable:

• Leading high-impact customer conversations
• Coaching and leveling up a CS team
• Designing workflows, systems, and automation

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 CS 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.