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 Germany.

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.

Requirements:

• 10+ years of relevant experience across Customer Success, Customer Growth, strategic accounts, Growth Advisory, product growth, lifecycle, monetization, or a closely related customer-facing discipline.
• 5+ years of leadership experience managing customer-facing teams, managers, senior team leads, or specialist groups.
• Demonstrated experience owning an entire function or multi-lane operating model, rather than exclusively managing a CSM team.
• Proven ability to build or significantly improve segmentation, customer coverage, strategic account, adoption, health, advisory, or scaled-customer programs.
• Strong commercial understanding of net dollar retention, renewal risk, expansion, customer value, revenue influence, and executive stakeholder alignment.
• Credibility within mobile applications, app monetization, in-app purchases, paywalls, checkout, pricing and offers, lifecycle, retention, experimentation, analytics, or a closely adjacent field.
• Strong product and technical fluency, with the ability to operate effectively around a developer-facing technology platform while maintaining clear boundaries with Technical Account Management, Support, and Engineering.
• Experience managing and developing both generalist and specialist teams.
• A demonstrated ability to turn individual customer engagements and recurring challenges into scalable systems, programs, and knowledge.
• Strong written and verbal communication skills, with a direct, pragmatic approach to decision-making and execution.
• Comfort operating effectively in a remote-first, distributed environment.
• Demonstrated success in hiring, coaching, performance management, organizational development, and raising the leadership and talent bar.
• Ideally, experience leading combinations of Customer Success, advisory, education, lifecycle, or enablement teams.
• Ideally, experience scaling a customer-facing function through a significant stage of company growth.
• Ideally, experience within a hybrid self-serve, product-led, and enterprise business model.
• Ideally, firsthand experience as an app operator, growth leader, founder, or consultant.
• Ideally, experience building product-led or tech-touch Customer Success programs or productizing an advisory/professional-services capability.

Benefits:

• Competitive equity package within a fast-growing, venture-backed company.
• 10-year exercise window for vested equity options.
• Fully remote and flexible working environment.
• 4-5 weeks of suggested annual time off to support mental, physical, and emotional wellbeing.
• $2,000 USD workspace setup allowance.
• $1,000 USD annual continuous-learning stipend.
• Opportunity to work with a diverse, international customer base and influence products used at significant global scale.