Growth Strategist Lead

Customer Experience · New York City Full-time 💜  NYC-based 💜  $145,000–170,000 Hi, I'm Lisa, and I lead the Customer Experience team at Mutiny. This team owns the most important metrics in our business: time to value, retention, and growth of our customer base. We are, above everything else, obsessed with our customers. Not in a surface-level way — we want every person who works with us to feel like a confident product and growth expert, like they're learning something valuable from every interaction, and like working with Mutiny is genuinely unlike any other vendor relationship they've had. As the foundational CX team, we are culture creators and culture keepers. We set the bar for what it means to work in CX at Mutiny, and we build the DNA we'll pass on to every person who joins this team after us. I'm hiring our first Growth Strategy Lead — a role that combines senior customer ownership with the operational scope of someone who's ready to start building and leading a team. Our customers are some of the fastest-growing B2B companies in the world: Snowflake, Figma, Gitlab, Resolve.ai and many more. They're ambitious, they move fast, and they need a partner who pushes them to be better, not just one who keeps the lights on. If you've done the work, are ready to lead it, and want to help define what world-class customer success looks like at a company that's still building it, I'd love to meet you.

What you'll do

You'll help own Mutiny's managed account book: every customer who isn't on a self-serve plan and lead our technical solutions function. You're responsible for the full post-sales arc: onboarding, adoption, retention, and expansion, making sure our most complex customers get hands-on support that actually moves the needle. You'll also be the person who takes what's working across individual accounts and turns it into something the whole team can use. Playbooks, frameworks, processes — the infrastructure that lets us scale without losing the quality our customers expect. You'll leave everything better than you found it. As the team grows, you'll have the opportunity to hire and develop Growth Strategists under you. That path starts now.

You should apply if

• 🏗️ You think in systems, not just accounts. You've noticed patterns across customers and built something from them — a playbook, a process, a framework — rather than solving the same problem twice.
• 🤝 You've earned the trust of executives. You know how to build relationships at the CMO and VP level, run a business review that lands, and have hard conversations with grace.
• ⚙️ You've worked closely with or led a technical support function. You know what excellent product support looks like, how to scale it, and how to infuse the best of customer success with every interaction
• 📈 Retention and expansion are personal to you. You don't wait for a renewal to come up — you're building the case for it six months out.
• 🧭 You're ready to lead, not just contribute. You've started thinking about how to build teams, not just accounts. Maybe you've managed someone, or you've been the informal leader on your team. Either way, you're hungry for that next step.
• ✍️ You communicate with precision. You can write a crisp follow-up, present a data-driven story to a leadership team, and explain a complex product integration to a technical ops lead — all in the same day.
• 🔥 Ambiguity energizes you. You don't need a perfect playbook to get started. You'll build it.

Why you shouldn't apply

If you're looking for a highly defined role with clear swim lanes, this isn't it. We're still building the infrastructure,...