Director, Customer Growth & Activation

Key Responsibilities

• Coverage: Own the rate at which new subscribers engage with Customer Success at all. Getting customers into the motion is demand generation against an installed base, not a delivery-capacity problem.

• Trial-to-Implementation Handoff: Own the conversion of customers who meet our Trial Experience team into customers who go on to work with Implementation — a joint metric with the Trial Experience organization, and one of the largest single opportunities in the customer lifecycle.

• Customer Activation: Build and lead a team running prioritized, stage-based outreach on customers who have stalled — ranked by customer value rather than worked first-come.

• Journey & Messaging Design: Own the end-to-end first-90-days journey, touch sequencing, and channel mix across human, in-product and automated touchpoints, along with the messaging that carries it.

• Lifecycle Expansion: Own expansion revenue for the customer cohorts that sit outside account management coverage, working to a clearly defined cohort boundary.

• Deflection Quality: Own both the rate at which our AI assistants resolve customer needs without a human and whether those customers went on to activate and how they rated the experience. The second half is the part most organizations never measure.

• Activation Scorecard: Build the per-customer stage scorecard — a small number of monitored stages per product, green or red per customer, anchored to the company's funnel definitions rather than invented inside Customer Success.

• Enablement: Own advisor and customer success manager ramp, and a coaching curriculum built from recordings of our actual top performers rather than from theory.

• Experimentation Discipline: Instrument every play with a hold-out group and a kill date, and shut down the ones that do not beat their control.

• Cross-Functional Collaboration: Partner with Product Growth, Marketing, Revenue Growth, Support and Revenue Operations on lifecycle channels, cohort boundaries, funnel definitions and platform fixes.

• Other duties may be assigned and/or modified as business needs change.
  
  

What Success Looks Like

First 30 days. The activation team has names in seats. The highest-risk customer cohort — small, currently reached only by accident — is a standing, queryable list surfaced to the people who can act on it. You have a defensible point of view on why engagement has been declining and why so few trial-stage customers reach implementation, built jointly with the Trial Experience team.

Days 31–90. Two outbound plays are live with hold-out groups, so lift is measured rather than asserted. The first-90-days journey is mapped end to end with the messaging gaps named. Post-deflection activation and satisfaction are instrumented and reported for the first time.

Days 91–180. Engagement and the trial-to-implementation handoff are both visibly turning. Lifecycle expansion is producing measurable revenue in its cohorts. Every play that did not beat its hold-out has been honestly killed.

What You'll Bring

• 10+ years in growth, lifecycle, customer marketing, activation or post-sales revenue roles, including 4+ years leading a team.

• You have built a lifecycle or growth motion against an installed base from nothing and carried a number for it — activation, adoption-driven revenue, or cohort expansion. Acquisition and top-of-funnel demand generation is a different job.

• Experience with product-led or usage-based businesses where revenue only exists once consumption happens. Consumption-based adoption should already be an obvious concept to you.

• You are analytically self-sufficient: you write the query, define the cohort and design the hold-out yourself rather than waiting on an analyst to tell you whether a play worked.

• You have designed a customer journey as a system — sequencing, channel mix, messaging — not just executed campaigns inside someone else's.

• Experience carrying a metric jointly with a peer organization you do not control, and making that partnership work.

• You can tell the difference between a problem your team can solve and a platform defect that needs a product fix, and you escalate the second with evidence instead of staffing around it.

• Experience owning a customer experience or experience-quality function, or a compelling case for why you should.

• Comfortable being measured on numbers that are currently unowned, unbaselined or near zero.

• Experience serving SMB and agency customers at volume, rather than enterprise account-based motions.

• Ability to thrive in a fast-paced, remote-first global environment, managing multiple stakeholders.

• Bachelor's degree or equivalent experience in a SaaS environment.

• Proficiency with standard business tools (Google Suite, Zoom, Slack), marketing automation and CRM platforms; familiarity with HighLevel is a plus.