Job Description

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.

Customer Success Leadership

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.

Revenue Expansion & Growth

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.

Cross-Functional Influence

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.

Strategy & Operations

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.

What Success Looks Like (First 6-12 Months)

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.

What we need from you:

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.

What we offer in return for your hard work:

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
Job Type: Full-time

Pay: 40,000.00-50,000.00 per year

Benefits:

Employee stock purchase plan
Schedule:

Monday to Friday
Application question(s):

What was the size of the largest Customer Success or Activation team you've directly managed? Have you previously led customer success or onboarding teams in a SaaS company using a product-led growth (PLG) model? Have you been directly responsible for improving Net Revenue Retention (NRR) or reducing churn in a previous role?
Work Location: In person