Head of Customer Growth

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Customer Growth based in United Kingdom.

As Head of Customer Growth, you will build and lead a comprehensive operating system designed to help customers become stronger, more successful businesses. You will oversee a multi-lane function spanning Customer Success, Growth Advisory, Growth Advocacy, and Customer Enablement, setting the strategy, operating model, talent standards, and investment priorities. The role combines strategic account leadership, customer growth expertise, product adoption, education, and scalable enablement. You will determine where high-touch support can create the greatest impact while developing scalable solutions for the broader customer base. Working closely with Product, Sales, Marketing, Support, Data, and technical teams, you will turn customer insights into measurable improvements. This is a high-impact leadership opportunity in a remote-first environment, working with a diverse global customer base and a rapidly evolving digital product ecosystem.

Accountabilities

• Own the Customer Growth strategy: Define how customers are supported throughout their lifecycle, from high-value strategic accounts and high-potential customers to specialist-assisted, scaled, and long-tail segments.
• Build segmentation and coverage models: Use customer value, future potential, product adoption, intent, growth opportunities, risk, and strategic importance to determine the right level and type of support.
• Lead through the CSM Team Lead: Establish high standards for account strategy, customer context, stakeholder management, growth diagnosis, adoption planning, commercial awareness, and execution while developing a strong leadership bench.
• Identify high-potential customers early: Partner with Data, Product, Sales, Marketing, and Support to identify customers with significant future potential before revenue alone makes them obvious.
• Govern Growth Advisory: Create clear processes for intake, qualification, expected impact, quality, follow-through, and knowledge reuse, ensuring specialist expertise is deployed against specific high-value challenges.
• Develop Growth Advocacy: Turn customer insights and proven practices into authoritative, scalable education for customers and the wider ecosystem.
• Build Customer Enablement and scaled growth: Develop lifecycle programs, templates, office hours, documentation, automation, product nudges, and eventually next-best-action guidance.
• Drive meaningful product adoption: Work with Product and Product Marketing to ensure customers adopt capabilities that genuinely improve their outcomes rather than simply increasing feature usage.
• Establish cross-functional decision rights: Clarify how Customer Growth works with Sales, Technical Account Management, Support, Product, Marketing, and Data to ensure effective collaboration and clear ownership.
• Create a customer-insight loop: Convert recurring customer questions and challenges into product improvements, playbooks, education, documentation, benchmarks, and lifecycle initiatives.
• Own the function end-to-end: Define success metrics, operating cadences, organizational design, headcount plans, budget, executive communication, and talent standards across Customer Growth.
• Deliver against clear milestones: Within the first year, establish a functioning multi-lane Customer Growth model, improve segmentation and coverage, strengthen strategic customer relationships, launch scalable programs, and demonstrate measurable improvements in customer and business outcomes.