What are the responsibilities and job description for the Head of Expansion position at Upfluence?
About the Company
Upfluence helps its customers tell their stories with powerful tools dedicated to the creator economy and social commerce.
Upfluence allows brands and agencies to collaborate with millions of social media creators and execute comprehensive influencer marketing campaigns. Since its launch in October 2016, Upfluence has yielded a monthly double-digit growth rate, and we are therefore seeking further expansion for our team and offices. Our rapidly growing global team is currently distributed between our offices in NYC, Los Angeles, Mexico City, Lyon, and Paris.
About the Role
The Head of Expansion reports to the VP of Customer Success and leads the strategy and execution of customer growth, systems optimization, and process automation. This role focuses on driving account expansion, influencing product improvements based on customer feedback, and improving internal efficiency through better tools and workflows.
As part of the Account management team, you’ll work closely with Product, Support, Marketing, and Sales teams to ensure our customers get maximum value from our platform while helping the company scale effectively.
Responsibilities
- Develop and execute strategies to increase customer revenue through upselling, cross-selling, and retention initiatives.
- Use customer insights and data to identify expansion opportunities and reduce churn.
- Partner with Product teams to provide feedback and influence product updates that improve the customer experience.
- Oversee systems, tools, and automation projects that streamline processes and improve scalability.
- Build dashboards and reporting to track performance, renewals, and customer growth metrics.
- Collaborate with Escalation & Resolution teams to identify recurring issues and implement proactive solutions.
- Lead and develop a team focused on account growth and operational excellence.
- Standardize and improve internal processes to deliver consistent, high-quality customer experiences.
- Lead and implement AI-driven initiatives from conception to production, in a supportive environment that encourages innovation, ownership, and experimentation.
Requirements
- 5 years of experience in Customer Success, Operations, or Expansion roles within a SaaS or tech environment.
- Proven experience managing customer growth initiatives and scaling post-sale operations.
- Strong knowledge of CRM systems and automation tools.
Excellent analytical and problem-solving skills with a focus on data-driven decisions. - Demonstrated management experience, with the ability to motivate teams, foster collaboration, and drive measurable results.
- Strong communication and leadership skills; able to work cross-functionally.
- Experience managing customer escalations and driving process improvements.
- Passion for customer satisfaction, growth, and operational efficiency.
What We Offer
- Competitive compensation: OTE range of $120,000–$170,000 (commensurate with experience).
- Stock options
- Full benefits (Medical, Dental, Vision, Disability).
- Hybrid work model (3 days per week in the office).
- Generous time off and company holidays.
- A diverse and international team.
- A collaborative, fast-moving environment with room to grow.
We offer a flexible hybrid work model, providing our employees with the option to work in an office setting and from home part-time. We believe in work-life balance and provide access to help us make the most of our workdays.
Upfluence is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Salary : $120,000 - $170,000