Head of Customer Growth (Customer Success)

New York, NY

Full Time

Customer Success

Experienced

About the Company

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. Since its launch in October 2016, Upfluence has yielded a monthly double-digit growth rate, and we are therefore seeking further expansion for our team and offices. Our rapidly growing global team is currently distributed between our offices in NYC, Los Angeles, Mexico City, Lyon, and Paris.

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

Customer Expansion

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.

Account Management Enablement

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.

Operations, Systems & Scale

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.

Product & Feedback Loop

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 are addressed structurally.

Innovation & Automation

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.

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