Customer Growth Manager
Incompass, Boston, MA, United States
Incompass helps teams make better workplace decisions by connecting people, space, and strategy. We work with operators, leaders, and partners to simplify how organizations plan, manage, and evolve their workplaces.
Our approach is highly consultative and relationship-driven. We believe long‑term customer success starts with how solutions are sold, scoped, and supported from day one. That’s why we focus on tight alignment between sales, delivery, and ongoing customer outcomes.
At Incompass, we value ownership, clarity, and accountability across the entire customer lifecycle — from first conversation to renewal and expansion. We’re building a team that cares deeply about customer value, not just transactions.
Role Description: Customer Growth Manager (Sales + Customer Success Hybrid)
The Customer Growth Manager (CGM) is a full‑time role responsible for both net‑new pipeline creation and post‑sale customer success, retention, and expansion. This role is intentionally designed as a 50/50 split between sales execution and customer growth to ensure stronger qualification, better adoption, and long‑term customer value. You will own customer relationships end‑to‑end — from first outbound touch through onboarding, renewal, and expansion. This role sits at the intersection of Sales, Customer Success, and Product, acting as a critical feedback loop between prospects, customers, and internal teams. Key Responsibilities
Generate qualified net‑new pipeline through outbound outreach (calls, email, LinkedIn) Research and personalize outreach to senior decision‑makers Run discovery and qualification calls aligned to ICP criteria Hand off well‑scoped opportunities to founders or AEs Maintain accurate CRM data and pipeline hygiene Provide structured feedback on objections, messaging, and ICP clarity Customer Success, Retention & Expansion (50%)
Own post‑sale customer lifecycle: onboarding, adoption, and ongoing relationship management Define success criteria and enable customer workflows Monitor usage, engagement, and adoption signals Proactively identify and mitigate risk Lead renewal conversations 60–90 days prior to renewal Identify and advance expansion opportunities based on customer needs and outcomes Partner with Sales on expansion closes when needed Contribute to customer enablement resources (case studies, guides, knowledge base content) Qualifications
Experience in SDR, Account Management, Customer Success, or hybrid growth roles Comfort with cold outreach, live discovery, and relationship‑driven sales Strong analytical skills and ability to use data to guide decisions and prioritization Excellent written and verbal communication skills Proven ability to manage multiple initiatives across sales and customer success Highly organized, metrics‑driven, and ownership‑oriented Ability to balance execution‑heavy outbound work with high‑touch customer management Motivated by long‑term outcomes such as retention, expansion, and customer value Experience in HubSpot, Apollo, LinkedIn Sales Navigator preferred but not required.
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The Customer Growth Manager (CGM) is a full‑time role responsible for both net‑new pipeline creation and post‑sale customer success, retention, and expansion. This role is intentionally designed as a 50/50 split between sales execution and customer growth to ensure stronger qualification, better adoption, and long‑term customer value. You will own customer relationships end‑to‑end — from first outbound touch through onboarding, renewal, and expansion. This role sits at the intersection of Sales, Customer Success, and Product, acting as a critical feedback loop between prospects, customers, and internal teams. Key Responsibilities
Generate qualified net‑new pipeline through outbound outreach (calls, email, LinkedIn) Research and personalize outreach to senior decision‑makers Run discovery and qualification calls aligned to ICP criteria Hand off well‑scoped opportunities to founders or AEs Maintain accurate CRM data and pipeline hygiene Provide structured feedback on objections, messaging, and ICP clarity Customer Success, Retention & Expansion (50%)
Own post‑sale customer lifecycle: onboarding, adoption, and ongoing relationship management Define success criteria and enable customer workflows Monitor usage, engagement, and adoption signals Proactively identify and mitigate risk Lead renewal conversations 60–90 days prior to renewal Identify and advance expansion opportunities based on customer needs and outcomes Partner with Sales on expansion closes when needed Contribute to customer enablement resources (case studies, guides, knowledge base content) Qualifications
Experience in SDR, Account Management, Customer Success, or hybrid growth roles Comfort with cold outreach, live discovery, and relationship‑driven sales Strong analytical skills and ability to use data to guide decisions and prioritization Excellent written and verbal communication skills Proven ability to manage multiple initiatives across sales and customer success Highly organized, metrics‑driven, and ownership‑oriented Ability to balance execution‑heavy outbound work with high‑touch customer management Motivated by long‑term outcomes such as retention, expansion, and customer value Experience in HubSpot, Apollo, LinkedIn Sales Navigator preferred but not required.
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