Head of Customer Success

Growth Channel; United States; Remote; USD 180,000 - 200,000; Full time

Job summary

Growth Channel is seeking a Head of Customer Success to lead the Customer Success Managers team. This role involves managing client onboarding, ensuring product adoption, and building strong customer relationships. Ideal candidates have experience in AdTech and strong project management skills, thriving in a hybrid work environment.

Benefits

Competitive remote salary

Unmetered PTO

Early-stage equity

Work wherever you’re happiest

Qualifications

• 3+ years in the AdTech industry.
• Experience with marketing leaders.
• Strong executive presence.

Responsibilities

• Manage and lead a team of Customer Success Managers.
• Define processes for onboarding and customer engagement.
• Drive improvements in customer health scores.

Skills

Communication

Project Management

Cross-functional Collaboration

Customer Advocacy

Job description

Growth Channel is hiring a Head of Customer Success to lead our team of Customer Success Managers (CSMs). You'll be directly reporting to Growth Channel’s CEO and be working alongside the management team. The CSM team is the front line in onboarding new clients, training, and ensuring the successful adoption of the Growth Channel platform.

What you'll do in your first 6 months:

• Manage, grow, and lead a team of CSMs, including performance management and hiring
• Define and implement processes that support both consultative relationships and scalability, such as onboarding, model validation, and QBRs
• Oversee all customer engagements, building strong relationships with agencies and customers to ensure adoption and value
• Drive measurable improvements in customer health scores, onboarding speed, and renewal predictability

This probably describes you:

• You worked within AdTech industry in the past 3+ years and are excited about innovation in the industry.
• You have direct experience working with marketing leaders (e.g., VPs of Marketing, Growth, AdOps, and Product), ideally involving marketing attribution, budget planning, or MarTech tooling
• You thrive in hybrid environments that blend product enablement, light consulting, and long-term customer partnerships. Growth Channel is a fast-growing AdTech company with white-glove support so we blend elements of both platform and consulting in our relationships with customers
• An exceptional communicator with strong executive presence and the ability to adopt the “voice of Growth Channel”
• An effective cross-functional collaborator. Someone who builds internal relationships and leverages those to advocate for the best possible customer experience
• A project management expert with the ability to put systems and processes in place that create maximum velocity for our team and transparency for customers
• A mind for technology – we’ll teach you about media mix modeling, but our customers and product are inherently technical and you should have an aptitude and curiosity to learn about those concepts
• An entrepreneurial spirit, with a mind and motivation for building and leading in a growing business

Things that should excite you that might scare off other folks:

• Joining an early-stage startup to help define processes and structure
• Working with distributed, remote-first teams
• Working with highly technical teams and first-hand exposure to statistical modeling

What we offer you:

• Work wherever you’re happiest (this role will align with US time zones). We're fully remote
• Competitive remote salary along with early-stage equity
• Your local holidays plus unmetered PTO (minimum 2 weeks mandatory PTO)
• Autonomy and support to do your best work in your own time

Note: Growth Channel is committed to building a diverse team so if you are from an under-represented background in tech (e.g., women, BIPOC, etc.) please apply even if you don’t necessarily check all of the boxes here.

While Growth Channel is officially based in the US, we're a fully remote team (one founder lives in Austin, the other in San Francisco, and team members in 6+ countries around the world).

CSM Team Responsibilities

The CSM team at Growth Channel is responsible for:

• Owning the entire post-sales customer journey, from onboarding to adoption to steady state
• Rapid resolution of all customer support requests and prioritization and management of competing requests
• Customer-facing communications
• Meeting preparation, facilitation, and follow-ups
• Documentation and reporting on customer health, utilizing metrics such as product adoption, customer sentiment, etc.
• Renewal and expansion conversations
• Being the voice of the customer, advocating internally for the customer experience and product improvements
• Managing customer escalations when necessary, looping in the right Growth Channel leaders

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing, Project Management, and Management

• Industries

  Marketing Services

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