Growth Customer Success Lead

Role Overview

This is a senior-level Customer Success role focused on designing and implementing automated systems to manage a portfolio of 150–200 accounts. The hire will build scalable programs, source AI and automation tools, and drive retention and expansion by collaborating cross-functionally. They will act as a subject matter expert in user-focused observability, impacting customer outcomes at scale.

Perks & Benefits

The role is remote with a preference for candidates on the East Coast of the United States, offering flexibility in work location. It emphasizes career growth through building scalable systems and tooling, with a culture that values innovation, experimentation, and measurable impact. Benefits likely include typical tech industry perks such as health insurance and professional development opportunities.

Full Job Description

We’re hiring a builder.

This role is for a Customer Success leader who wants to reinvent how scaled CS works using automation and AI. You’ll own a high-potential portfolio of 150–200 accounts, but more importantly, you’ll design the systems that allow one CSM to deliver impact at 10x leverage.

You won’t just run playbooks. You’ll build them. You won’t just use tools. You’ll source, implement, and evolve them. You won’t just manage accounts. You’ll architect a scalable growth engine.

If you think like an operator, experiment like a product manager, and care deeply about driving measurable customer outcomes at scale, this role is for you.

## What You’ll Do

  • Design and operationalize a scaled CS engine using automation and AI tooling to deliver value across a large portfolio
  • Build and run one-to-many programs (webinars, office hours, enablement series, lifecycle campaigns), converting repeatable plays into automated workflows
  • Evaluate, source, and implement tooling that increases customer coverage, engagement, and expansion efficiency
  • Own gross retention and expansion across ~150–200 accounts, maintaining strong forecasting discipline and renewal rigor
  • Identify and execute expansion opportunities, building relationships with both technical buyers (web performance leads, mobile leads, SREs, Frontend Leads, VPs Eng) and executive sponsors (CTOs, CPOs)
  • Be a product and performance expert, serving as a subject matter expert in user-focused observability (mobile and web RUM, synthetic monitoring, and digital performance optimization)
  • Collaborate cross-functionally with Sales, Solutions Engineers, Marketing, and Product to drive retention, expansion, and customer advocacy

## What You'll Bring

  • 5+ years in Customer Success, Consulting, or Account Management
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