Growth Strategist

Customer Experience · New York City

Full-time   NYC-based   $130,000–150,000

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 a Growth Strategist — our version of a Customer Success Manager — to work directly with our customers and help them get the most out of Mutiny. This role sits at the intersection of customer success and marketing strategy. You'll be a trusted advisor, a creative problem solver, and a product expert all at once. If you're hungry to grow, love seeing customers win, and want to help build something from the ground up — I'd love to meet you.

What you'll do

You'll own a book of managed accounts — every customer who isn't on a self-serve plan — from onboarding through renewal and expansion. That means teaching customers how to use Mutiny's AI-native platform to create assets that actually move the needle for their marketing and sales teams, and making sure they feel supported every step of the way.

You'll also take what you learn from individual customers and help make the whole team smarter. If you find a better way to onboard, a sharper way to run an EBR, or a new play that's working — you'll document it and share it. You'll leave everything better than you found it.

You should apply if

You are genuinely obsessed with customer outcomes. Seeing a customer hit a big milestone doesn't just feel good — it's what gets you out of bed. You take their goals personally.

You love becoming the expert in the room. You dig into how the product works, how the customer's business works, and how to connect the two. You create "aha" moments by tailoring your advice to what each customer actually needs.

You build trust quickly. Customers feel like you're genuinely in their corner. You're empathetic, direct, and always bring context and a clear ask when you need something from them.

✍️You communicate with precision. Your follow-up emails are crisp. Your EBRs tell a real story. You can explain a complex concept in simple terms and never hide behind jargon.

⚙️You're scrappy and resourceful. You don't wait for a perfect process to exist before you get started. You figure things out, document what works, and make it easier for the next person.

You think about retention before the renewal comes up. You're always building the case for why a customer should stay and grow — not scrambling when it's time to renew.

Ambiguity doesn't scare you. Early stage CS work is fluid. You're energized by an ever-improving environment and see process gaps as opportunities, not obstacles.

Why you shouldn't apply

If you prefer a smaller, tightly focused book of accounts with deep, slow-moving relationships, this role probably isn't the right fit. You'll manage a varied book and need to prioritize effectively across it.

If you need a fully built playbook before you can get started, this role will feel uncomfortable. We're still building the infrastructure, and the person in this seat will shape a lot of it

If you're primarily motivated by variable comp or traditional account management, this isn't the model. We focus on adoption and customer health as our leading indicators, not just commercial outcomes. There is no variable pay in this role.

What you bring

• 4–6 years in a CSM, agency or account management role with