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.

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.