Customer Success Programs Lead
Build and scale customer education, community, and champion programs from scratch to drive adoption, retention, and NRR at a fast-growing AI SaaS company.
Customer Success Programs Lead
Own customer health scoring, lifecycle automation, and scaled programs that drive adoption, retention, and expansion. Build AI-powered CS systems from the ground up at a high-growth SaaS company.
180k – 280kSan Francisco, CACustomer SuccessOnsite4+ YOE
About the role
Responsibilities
- Own customer health scoring: Build the framework that gives CSMs earlier risk detection and clearer expansion opportunities through account health, adoption signals, renewal risk, and activation insights.
- Scale CSM engagement: Design the automations, sequences, and triggered workflows that help CSMs effectively manage customers from SMB through enterprise.
- Build lifecycle automation: Create onboarding, adoption, renewal, expansion, and re-engagement programs that keep customers progressing between CSM touchpoints.
- Unify customer intelligence: Bring together product usage, Slack, Gong, and other customer signals to surface trends, sentiment, and actionable insights in one place.
- Drive commercial growth: Build automated renewal, expansion, upgrade, and Agent activation motions that create the right opportunities for CSMs to engage and grow ARR.
- Partner cross-functionally: Work closely with CS Programs, Growth, Product, and Marketing to deliver a seamless, AI-powered customer journey across every touchpoint.
Requirements
- 4+ years in Digital Customer Success, Scaled CS, Lifecycle Marketing, Customer Marketing, CS Strategy & Ops, Growth, or a CS leadership role at a high-growth SaaS company.
- Proven experience building scaled customer programs and automation from the ground up.
- Hands-on experience with AI and CS tooling such as Claude, HubSpot, Pylon, Gainsight, or similar platforms.
- Founder mentality with the ability to thrive in ambiguity and build systems before a playbook exists.
- Strong perspective on what modern, AI-native Customer Success should look like.
- Analytical and data-driven, with a track record of measuring impact and prioritizing the highest-leverage opportunities.
Skills
ClaudeHubSpotPylonGainsightSlackGongCustomer SuccessLifecycle MarketingCs Strategy & OpsCustomer Health ScoringLifecycle Automation
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