Head of Customer Growth (Customer Success)
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Head of Customer Growth (Customer Success)
role at
Upfluence
Upfluence helps its customers tell their stories with powerful tools dedicated to the creator economy and social commerce. Upfluence allows brands and agencies to collaborate with millions of social media creators and execute comprehensive influencer marketing campaigns.
About The Role The Head of Customer Growth reports to the VP of Customer Success and owns the strategy and execution of expansion and retention within the existing customer base. You will lead account growth initiatives, improve post‑sale systems and processes, and develop a team focused on long‑term customer value. You will work closely with Product, Support, Marketing, and Sales to ensure customers are successful, retained, and growing in a scalable, consistent way.
Responsibilities
Own expansion strategy across the existing customer base, including upsell and cross‑sell motions driven by customer needs and product adoption
Partner with Account Managers and CSMs to build strong account plans focused on long‑term growth and retention
Use customer data and insights to identify expansion opportunities and proactively reduce churn
Standardize best practices for renewals, growth conversations, and account reviews
Lead and develop a team focused on account growth, renewals, and operational excellence
Define clear expansion playbooks, success metrics, and customer engagement models
Support teams handling complex accounts and expansion opportunities with a focus on long‑term outcomes
Own CS systems, tools, and automation to improve efficiency and scalability
Build dashboards and reporting to track expansion, renewals, retention and customer health
Identify process gaps and lead cross‑functional initiatives to improve consistency and quality across Customer Success
Act as the voice of the customer for growth‑related feedback
Partner with Product to influence roadmap priorities that improve adoption, retention, and expansion
Identify recurring customer challenges and ensure they're addressed structurally
Partner with Product and Engineering to pilot and scale AI‑driven or automated workflows that improve Customer Success efficiency and customer experience
Focus on practical, high‑impact improvements rather than experimental or purely technical initiatives
Requirements
5+ years of experience in Customer Success, Account Management, or CS Operations within a SaaS environment
Proven experience driving expansion and retention within an existing customer base
Strong background in account management, customer lifecycle strategy, and post‑sale growth
Experience leading teams and scaling CS processes
Strong analytical skills with comfort using data to guide decisions
Hands‑on experience with CRM systems and CS tooling
Excellent cross‑functional communication skills
Customer‑first mindset with a focus on long‑term value, not transactional selling
What We Offer
Competitive compensation: OTE range of $120,000–$170,000 (commensurate with experience)
Stock options
Full benefits (Medical, Dental, Vision, Disability)
Hybrid work model: 3 days per week in the office
Generous time off and company holidays
A diverse and international team
A collaborative, fast‑moving environment with room to grow.
We offer a flexible hybrid work model, providing our employees with the option to work in an office setting and from home part‑time. We believe in work‑life balance and provide access to help us make the most of our workdays.
Upfluence is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
#J-18808-Ljbffr
Head of Customer Growth (Customer Success)
role at
Upfluence
Upfluence helps its customers tell their stories with powerful tools dedicated to the creator economy and social commerce. Upfluence allows brands and agencies to collaborate with millions of social media creators and execute comprehensive influencer marketing campaigns.
About The Role The Head of Customer Growth reports to the VP of Customer Success and owns the strategy and execution of expansion and retention within the existing customer base. You will lead account growth initiatives, improve post‑sale systems and processes, and develop a team focused on long‑term customer value. You will work closely with Product, Support, Marketing, and Sales to ensure customers are successful, retained, and growing in a scalable, consistent way.
Responsibilities
Own expansion strategy across the existing customer base, including upsell and cross‑sell motions driven by customer needs and product adoption
Partner with Account Managers and CSMs to build strong account plans focused on long‑term growth and retention
Use customer data and insights to identify expansion opportunities and proactively reduce churn
Standardize best practices for renewals, growth conversations, and account reviews
Lead and develop a team focused on account growth, renewals, and operational excellence
Define clear expansion playbooks, success metrics, and customer engagement models
Support teams handling complex accounts and expansion opportunities with a focus on long‑term outcomes
Own CS systems, tools, and automation to improve efficiency and scalability
Build dashboards and reporting to track expansion, renewals, retention and customer health
Identify process gaps and lead cross‑functional initiatives to improve consistency and quality across Customer Success
Act as the voice of the customer for growth‑related feedback
Partner with Product to influence roadmap priorities that improve adoption, retention, and expansion
Identify recurring customer challenges and ensure they're addressed structurally
Partner with Product and Engineering to pilot and scale AI‑driven or automated workflows that improve Customer Success efficiency and customer experience
Focus on practical, high‑impact improvements rather than experimental or purely technical initiatives
Requirements
5+ years of experience in Customer Success, Account Management, or CS Operations within a SaaS environment
Proven experience driving expansion and retention within an existing customer base
Strong background in account management, customer lifecycle strategy, and post‑sale growth
Experience leading teams and scaling CS processes
Strong analytical skills with comfort using data to guide decisions
Hands‑on experience with CRM systems and CS tooling
Excellent cross‑functional communication skills
Customer‑first mindset with a focus on long‑term value, not transactional selling
What We Offer
Competitive compensation: OTE range of $120,000–$170,000 (commensurate with experience)
Stock options
Full benefits (Medical, Dental, Vision, Disability)
Hybrid work model: 3 days per week in the office
Generous time off and company holidays
A diverse and international team
A collaborative, fast‑moving environment with room to grow.
We offer a flexible hybrid work model, providing our employees with the option to work in an office setting and from home part‑time. We believe in work‑life balance and provide access to help us make the most of our workdays.
Upfluence is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
#J-18808-Ljbffr