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Customer Success & Growth Lead
Full-time
This is a transformational leadership opportunity for someone who has built, scaled, and evolved Customer Success functions. 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.
What You'll Own
Lead and evolve the Customer Success operating model, balancing immediate outcomes with long-term transformation.
Own retention, churn, and expansion performance, and define customer health scoring and early warning systems.
Redesign workflows, processes, and tooling, and identify and implement automation and AI opportunities across health scoring, onboarding, renewal signals, and expansion insights.
Map and optimise the end-to-end customer journey, delivering personalised experiences at scale.
Lead, coach, and grow a team of Customer Success Managers and build capability in AI-enabled ways of working.
Own CS metrics (NRR, churn, CSAT, health coverage) and act as the voice of the customer across Product, Sales, and Marketing.
What You Bring
7+ years in Customer Success within SaaS or tech-enabled environments.
Proven experience leading and scaling CS teams and driving retention, expansion, and NRR growth.
Strong expertise in AI, automation, and CS tooling, plus redesigning CS workflows and operating models.
Strong proficiency with HubSpot or similar CRM/CS platforms.
