Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead customer activation and growth strategies for our innovative tech platform.
- Company: Join Grafterr, a dynamic tech company revolutionising digital commerce for businesses.
- Benefits: Enjoy a competitive salary, employee share scheme, remote work options, and fun office perks.
- Why this job: Be part of a mission-driven team shaping the future of customer service in tech.
- Qualifications: Proven leadership in customer success or product roles, with a focus on PLG strategies.
- Other info: Flexible hours, paid training, and a vibrant office culture await you!
The predicted salary is between 50000 - 65000 £ per year.
Edinburgh (Hybrid: 3 days office / 2 days remote) | Full-time | Leadership role
Salary: £50,000 Uncapped OTE: £65,000+
Want to join one of Scotland's most exciting tech companies? We’re Grafterr and we’re on a mission to deliver award-winning tech to power the world's digital commerce revolution. We empower restaurants, hospitality venues, and small businesses to totally rock their customer service, generate more sales, and make running their businesses as easy as pie with cutting-edge digital ordering, payment, and business management tech.
We’ve built a game-changing SaaS + FinTech platform, and now we’re entering our next phase of growth — transitioning from a sales-led strategy to a product-led growth (PLG) model, starting with our next-generation product: Grafterr POS.
This is your chance to own and evolve our entire post-acquisition customer journey, from onboarding to retention and revenue expansion, while driving scalable, product-based growth.
The Opportunity:As our Head of Customer Activation & Growth, you will be responsible for all aspects of the customer journey post-acquisition. With the launch of our new product and a strategic shift towards product-led growth (PLG), we’re seeking an experienced and dynamic leader to accelerate revenue expansion by successfully introducing and integrating Grafterr’s product ecosystem into the workflows of our most engaged users.
In this pivotal role, you will own and scale the customer onboarding, activation, and success function, ensuring your team delivers seamless product adoption, technical support, and account management. Your objective: ensure every customer not only derives value from our platform but becomes a long-term, engaged user.
Your Mission:- Build & Execute Product-Led Growth Strategy
- Collaborate with Management, Marketing, Product, and Data teams to define activation metrics, power user behaviour, and product-qualified leads (PQLs).
- Design and implement usage-based, low-touch lifecycle journeys for onboarding, feature adoption, and upsell.
- Analyse user behaviour to identify product friction and work with the development team to drive product conversion.
- Introduce automation and self-service flows using tools like Intercom, HubSpot, Mixpanel, and Amplitude.
- Establish processes for in-product messaging, email triggers, tutorials, webinars, and help centre content.
- Lead and evolve our Customer Success Team to streamline onboarding, product activation, customer success, and technical support.
- Drive customer onboarding and product adoption strategies to shorten time-to-value and maximise activation.
- Own retention, renewals, churn mitigation, and overall account health.
- Maintain high customer satisfaction (CSAT, NPS) and drive referenceability.
- Own Net Revenue Retention (NRR) targets, with accountability for expansion revenue through upsells and cross-sells within the Grafterr ecosystem.
- Define and execute playbooks for growing accounts based on behavioural signals, plan usage, and milestones.
- Drive product adoption among power users to unlock additional value and revenue.
- Identify and close revenue gaps through proactive engagement and upgrade strategies.
- Design and implement product-led growth loops to deliver revenue impact.
- Work directly with high-value, multi-location clients to design rollout plans, ensure smooth implementation, and expand product usage.
- Act as the voice of the customer in collaboration with Product, Sales, and Marketing teams.
- Feed usage insights and feedback into product roadmap decisions.
- Work closely with Sales on handoffs, lead routing, and strategic account expansion.
- Partner with Marketing on lifecycle campaigns, upsell touchpoints, and activation messaging.
- Build and scale operational systems for onboarding, support, and lifecycle engagement.
- Define KPIs, dashboards, and success metrics to track your department's performance.
- Present growth and retention data regularly to leadership and stakeholders.
- Build a roadmap to evolve the CS team into a PLG-driven, scalable growth engine.
- Customer onboarding times are reduced and automated.
- Customer activation and feature adoption rates increase significantly.
- NRR improves via usage-based upsell and targeted cross-sell initiatives.
- The CS team runs efficiently and evolves toward PLG-aligned roles.
- Customer satisfaction remains high and churn is actively managed.
- Proven leadership in customer success, product, or senior customer operations roles, within a PLG / SaaS environment.
- Deep understanding of product-led onboarding, lifecycle engagement strategies, and customer journey optimisation.
- Strong commercial acumen with experience in revenue growth through cross-sell/upsell motions.
- Exceptional relationship-building skills with both internal teams and external clients.
- Strong understanding of onboarding design, lifecycle journeys, product usage analytics, and churn mitigation.
- Commercially driven: understands the impact of NRR, LTV, churn, and expansion metrics.
- Hands-on experience with tools like HubSpot, Intercom, Mixpanel, Amplitude, Appcues, Gainsight, or similar.
- A strategic mindset with an ability to execute — hands-on, data-driven, and customer-obsessed.
- A strong understanding of the key metrics you’d use to track and improve customer operations, harnessing and leveraging key data points.
- Desire to help mentor and develop other members of the Customer Success and Support team.
- Ability to work cross-functionally in a high-growth environment with attention to detail and a positive attitude.
- A competitive salary
- An employee share scheme – you’ll own a part of our company!
- A fun and relaxed working environment where you're encouraged to develop
- You’ll be part of our leadership team with full autonomy to make decisions
- Opportunity to shape the company and directly influence our success
- Paid training courses to learn and develop new skills
- Remote working 2 days a week
- Flexible working hours
- Office perks such as table tennis, office drinks, darts, team lunches, flexible hours, and casual dress to name a few
- Regular office socials
Head of Customer Activation & Growth employer: Grafterr
Contact Detail:
Grafterr Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Activation & Growth
✨Tip Number 1
Familiarise yourself with product-led growth (PLG) strategies, as this role heavily focuses on transitioning to a PLG model. Research successful case studies and be ready to discuss how you can implement similar strategies at Grafterr.
✨Tip Number 2
Network with professionals in the SaaS and customer success sectors. Attend relevant events or webinars to connect with industry leaders and gain insights that could be beneficial for your role at Grafterr.
✨Tip Number 3
Prepare to showcase your experience with tools like HubSpot, Intercom, and Mixpanel. Be ready to discuss specific examples of how you've used these tools to drive customer engagement and retention in previous roles.
✨Tip Number 4
Understand the key metrics that matter for this position, such as Net Revenue Retention (NRR) and Customer Satisfaction (CSAT). Be prepared to explain how you would track and improve these metrics to demonstrate your commercial acumen.
We think you need these skills to ace Head of Customer Activation & Growth
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, product-led growth, and SaaS environments. Use specific examples that demonstrate your leadership skills and achievements in similar roles.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and the company. Discuss how your background aligns with Grafterr's mission and how you can contribute to their growth strategy. Be sure to mention any experience with tools like HubSpot or Intercom.
Showcase Your Strategic Mindset: During the application process, emphasise your strategic thinking and data-driven approach. Provide examples of how you've successfully implemented customer engagement strategies and improved metrics like NRR and customer satisfaction.
Highlight Cross-Functional Collaboration: Demonstrate your ability to work cross-functionally by sharing experiences where you've collaborated with marketing, sales, or product teams. This will show that you understand the importance of teamwork in driving customer success and product adoption.
How to prepare for a job interview at Grafterr
✨Understand the Product-Led Growth Model
Familiarise yourself with the principles of product-led growth, especially how it applies to customer onboarding and activation. Be ready to discuss how you would implement strategies that enhance user engagement and drive revenue through upselling and cross-selling.
✨Showcase Your Leadership Experience
Prepare examples from your past roles where you've successfully led a team in customer success or operations. Highlight specific achievements related to improving customer satisfaction, reducing churn, or enhancing product adoption rates.
✨Demonstrate Data-Driven Decision Making
Be prepared to discuss how you use data analytics tools like HubSpot, Mixpanel, or Amplitude to track customer behaviour and inform your strategies. Share insights on how you've previously used data to optimise customer journeys and improve retention.
✨Emphasise Cross-Functional Collaboration
Illustrate your ability to work effectively with various teams such as Sales, Marketing, and Product Development. Provide examples of how you've collaborated to align customer feedback with product improvements or marketing strategies.
