Accountabilities

• Own the Customer Growth strategy: Define how customers are supported throughout their lifecycle, from high-value strategic accounts and high-potential customers to specialist-assisted, scaled, and long-tail segments.
• Build segmentation and coverage models: Use customer value, future potential, product adoption, intent, growth opportunities, risk, and strategic importance to determine the right level and type of support.
• Lead through the CSM Team Lead: Establish high standards for account strategy, customer context, stakeholder management, growth diagnosis, adoption planning, commercial awareness, and execution while developing a strong leadership bench.
• Identify high-potential customers early: Partner with Data, Product, Sales, Marketing, and Support to identify customers with significant future potential before revenue alone makes them obvious.
• Govern Growth Advisory: Create clear processes for intake, qualification, expected impact, quality, follow-through, and knowledge reuse, ensuring specialist expertise is deployed against specific high-value challenges.
• Develop Growth Advocacy: Turn customer insights and proven practices into authoritative, scalable education for customers and the wider ecosystem.
• Build Customer Enablement and scaled growth: Develop lifecycle programs, templates, office hours, documentation, automation, product nudges, and eventually next-best-action guidance.
• Drive meaningful product adoption: Work with Product and Product Marketing to ensure customers adopt capabilities that genuinely improve their outcomes rather than simply increasing feature usage.
• Establish cross-functional decision rights: Clarify how Customer Growth works with Sales, Technical Account Management, Support, Product, Marketing, and Data to ensure effective collaboration and clear ownership.
• Create a customer-insight loop: Convert recurring customer questions and challenges into product improvements, playbooks, education, documentation, benchmarks, and lifecycle initiatives.
• Own the function end-to-end: Define success metrics, operating cadences, organizational design, headcount plans, budget, executive communication, and talent standards across Customer Growth.
• Deliver against clear milestones: Within the first year, establish a functioning multi-lane Customer Growth model, improve segmentation and coverage, strengthen strategic customer relationships, launch scalable programs, and demonstrate measurable improvements in customer and business outcomes.

Requirements:

• 10+ years of relevant experience across Customer Success, Customer Growth, strategic accounts, Growth Advisory, product growth, lifecycle, monetization, or a closely related customer-facing discipline.
• 5+ years of leadership experience managing customer-facing teams, managers, senior team leads, or specialist groups.
• Demonstrated experience owning an entire function or multi-lane operating model, rather than exclusively managing a CSM team.
• Proven ability to build or significantly improve segmentation, customer coverage, strategic account, adoption, health, advisory, or scaled-customer programs.
• Strong commercial understanding of net dollar retention, renewal risk, expansion, customer value, revenue influence, and executive stakeholder alignment.
• Credibility within mobile applications, app monetization, in-app purchases, paywalls, checkout, pricing and offers, lifecycle, retention, experimentation, analytics, or a closely adjacent field.
• Strong product and technical fluency, with the ability to operate effectively around a developer-facing technology platform while maintaining clear boundaries with Technical Account Management, Support, and Engineering.
• Experience managing and developing both generalist and specialist teams.
• A demonstrated ability to turn individual customer engagements and recurring challenges into scalable systems, programs, and knowledge.
• Strong written and verbal communication skills, with a direct, pragmatic approach to decision-making and execution.
• Comfort operating effectively in a remote-first, distributed environment.
• Demonstrated success in hiring, coaching, performance management, organizational development, and raising the leadership and talent bar.
• Ideally, experience leading combinations of Customer Success, advisory, education, lifecycle, or enablement teams.
• Ideally, experience scaling a customer-facing function through a significant stage of company growth.
• Ideally, experience within a hybrid self-serve, product-led, and enterprise business model.
• Ideally, firsthand experience as an app operator, growth leader, founder, or consultant.
• Ideally, experience building product-led or tech-touch Customer Success programs or productizing an advisory/professional-services capability.
• 
  
•