Head of Customer Engagement

About GrowthX AI At GrowthX, we’re building the modern growth engine for marketing teams. Since launching in 2024, we've grown from concept to eight‑figure annual revenue. To date, we've raised a $12M Series A led by Madrona Venture Group and we partner with 60+ companies ranging from high‑growth startups to industry leaders like Lovable, Webflow, Ramp, Superhuman, Strapi, Abnormal Security, and Augment Code. We’ve built something different: an operating system that unifies powerful AI workflows with forward‑deployed experts to transform content into compounding organic growth. We’re building the growth infrastructure marketing teams wish they’d always had — the system that reliably turns context into strategy, strategy into execution, and execution into measurable growth. The Role We’re looking for a builder‑leader — someone who thrives in growth environments and brings pace, clarity, and hands‑on leadership. This is not a traditional middle‑manager role. You’ll shape the strategy, get in the trenches with the team, and build systems that scale as fast as our customers and product evolve. In this role, you will own the full customer engagement ecosystem: onboarding, adoption, value delivery, outcomes, renewal, and strategic expansion. You’ll ensure our team is exceptional well versed in Growth strategies and playbooks. You’ll also partner closely with our Product, Engineering, Content Production, and Community teams to translate customer insights into improvements, trainings, and repeatable playbooks. When successful, you will have built a next generation of hybrid CSM‑strategists who function like growth operators — and you’ll define the future of how customers adopt AI‑powered marketing. Key Responsibilities Lead, Build, and Drive the Customer Engagement Engine Set the pace: Define the strategy, operating model, and KPIs — then drive relentless execution across onboarding, adoption, outcomes, and renewal. Own the customer journey: Architect a journey that blends tech‑touch, high‑touch, and AI‑driven automation to maximize value and minimize friction. Run toward the fire: Identify risks early, shape interventions, and solve customer challenges before they become churn drivers. Scale what works: Build scalable systems, workflows, and playbooks that let us deliver 10x value without 10x headcount. Build & Lead a High‑Velocity Team Recruit and develop top talent: Hire people who are fast, sharp, hungry, curious, and comfortable with a changing product and playbook. Hands‑on leadership: Jump into accounts, demos, strategy reviews, workflow design, and customer escalations — modeling excellence through action. Develop hybrids: Build a new class of Customer Engagement Managers who blend AI‑enabled growth marketing expertise with client management. Operational excellence: Create a culture defined by accountability, speed, clarity, and a bias for action. Teams that thrive here move quickly and communicate clearly. Be the Customer’s Loudest and Smartest Voice Internally Close the loop with Product: Turn customer patterns into product requirements, experiments, and iteration priorities. Partner with Sales & Renewals: Align on client strategy, messaging, and renewal motions; ensure seamless transitions and consistent customer value narratives. Shape training and enablement: Work with our Product and Community teams to build customer and internal training that helps customers “get it” faster. Executive‑level relationship management: Serve as the strategic partner and escalation point for senior customer stakeholders. Qualifications Must‑Have Proven track record in: Customer Success, Account Strategy, Growth, or a hybrid operations role in B2B SaaS or agency environments. Professional services, consulting, or agency delivery models. Leading teams in fast‑paced, high‑change, high‑expectation environments. Building or transforming a CS or engagement function — not just managing one. Experience with marketing buyers and budgets. Deep comfort with AI tools and a passion for how AI reshapes marketing, workflows, teams, and customer outcomes. Ability to run both strategic planning and in‑the‑weeds execution in the same day. Strong operator DNA — you solve problems with structure, urgency, and clarity. Executive‑ready communication skills. Perks 🌍 Fully Remote Work Work from anywhere—your productivity, your space We do require an overlap with 8am to 12pm PT We help set up your work environment to enable your best work. Minimal meetings and async communication for deep focus 🏖 Ample Time Off Enablement for you to recognize your countries holidays We encourage you to take the time you need to recharge 📚 Professional Growth We’re an AI forward culture and work environment - Learn all things AI Access to training, workshops & mentorship programs Support for external conferences & industry events 🤝 Collaborative Culture Open communication & feedback-driven environment. Clear, concise communication is key to our success. Work Visa: Applicants must have legal authorization to work in the country of residence. We are not able to provide employment visa sponsorship at this time. Referrals increase your chances of interviewing at GrowthX AI by 2x. Get notified about new Head of Business Development jobs in Latin America. #J-18808-Ljbffr