Customer Success & Growth Lead

Customer Success & Growth LeadSan Francisco Bay Area, CAFull-Time | Permanent | Hybrid$165,000 – $200,000 Base (DOE)Why This Role MattersThis 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 conversationsCoaching and leveling up a CS teamDesigning workflows, systems, and automationThis is the role you've been waiting for.Your Impact (Year 1 Priorities)Establish structured, scalable Customer Success practicesDrive Net Revenue Retention (NRR) and expansion growthImplement AI-powered automation across CS workflowsWhat You'll OwnCustomer Success Leadership & StrategyLead and evolve the Customer Success operating modelBalance immediate customer outcomes with long-term transformationChampion a proactive, value + revenue-driven CS mindsetCustomer Outcomes & GrowthOwn retention, churn, and expansion performanceDefine and operationalize customer health scoring & early warning systemsLead escalations and complex customer scenariosImprove time-to-value across onboarding and lifecycleCS Transformation & AI EnablementRedesign workflows, processes, and tooling across CSIdentify and implement automation + AI opportunitiesBuild systems for:Health scoringOnboarding journeysRenewal signalsExpansion insightsEnsure human touch is applied where it matters mostCustomer Experience DesignMap and optimize the end-to-end customer journeyReduce friction and improve consistency across touchpointsDeliver personalized experiences at scaleTeam Leadership & DevelopmentLead, coach, and grow a team of Customer Success ManagersElevate commercial acumen and strategic customer engagementBuild capability in AI-enabled ways of workingFoster a culture of continuous improvement and experimentationData, Metrics & PerformanceOwn CS metrics: NRR, churn, CSAT, health coverageMeasure impact of automation and workflow improvementsProvide clear reporting and insights to leadershipCross-Functional InfluenceAct as the voice of the customerPartner closely with Product, Sales, and MarketingTranslate customer insights into product and growth strategyWhat You Bring7+ years in Customer Success within SaaS or tech-enabled environmentsProven experience leading and scaling CS teamsTrack record of driving retention, expansion, and NRR growthExperience redesigning CS workflows and operating modelsStrong expertise in AI, automation, and CS toolingDeep understanding of customer lifecycle, health models, and metricsExperience partnering with Product and Revenue leadershipStrong proficiency with HubSpot (or similar CRM/CS platforms)What Sets You ApartYou're a systems thinker who redesigns how work gets doneYou've led transformation before—and can prove it with resultsYou thrive in ambiguity and changeYou balance strategy with hands-on executionYou're as credible with executives as you are with your teamYou don't just manage CS—you build and evolve itBottom LineWe'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.