[Hiring] Customer Growth Manager @Tendril

Role Description

Our client is hiring a Customer Growth Manager to own relationships beginning immediately after the initial product demo and continuing through activation, conversion, retention, expansion, and referrals. This is not a traditional Customer Success role. The Customer Growth Manager must be a product savvy, commercially minded partner who understands how creative and marketing teams actually work.

Candidates should have hands-on experience with creative tools such as Adobe Creative Cloud, Figma, Canva, or similar platforms. This experience is important because our client's customers are designers, marketers, creative teams, agencies, and brands who need someone who understands their workflows, challenges, and expectations.

The Customer Growth Manager will work directly with prospects inside the platform, help them complete real projects, solve workflow challenges, and demonstrate how the technology can improve the way they work. The mission is simple: help first, build trust, and turn engagement into long-term customer growth.

Key Activities

• Take ownership of prospect relationships immediately following product demos
• Become highly proficient with the platform and its primary customer workflows
• Help prospects and customers directly inside the software
• Guide prospects through trials, projects, creative workflows, and relevant use cases
• Understand the customer's existing creative workflow and tools
• Demonstrate how the platform fits into or improves existing Adobe, Figma, Canva, and creative production workflows
• Help prospects solve real creative and production challenges
• Use product and industry expertise to establish credibility and trust
• Reengage prospects who become quiet or dormant after demos or trials
• Create relevant reasons to reconnect based on projects, workflows, product developments, and customer needs
• Maintain relationships across phone, email, LinkedIn, and product interactions
• Convert demo and trial engagement into qualified commercial opportunities
• Drive onboarding, adoption, and engagement after purchase
• Identify opportunities to expand into additional teams, brands, departments, markets, and use cases
• Manage upsell, cross-sell, and renewal opportunities
• Develop customer advocates and generate introductions and referrals
• Maintain accurate customer, opportunity, expansion, and referral activity in the CRM
• Bring customer insights back to our client's product, sales, and leadership teams

Core KPIs

• Product Engagement
  • Demo and trial prospects actively engaged
  • Product activation and usage
  • Trial and pilot progression
• Pipeline Reactivation & Conversion
  • Dormant opportunities reactivated
  • Qualified conversations restarted
  • Demo to trial or pilot conversion
  • Demo to paid conversion
  • Reactivated pipeline value
• Customer Growth
  • Customer retention and renewals
  • Expansion opportunities
  • Expansion pipeline and revenue
  • Net Revenue Retention
• Referral Growth
  • Qualified introductions
  • Referral sourced meetings
  • Referral sourced pipeline
  • Referral sourced revenue

Creative & Product Expertise

Hands-on experience with modern creative tools is a core requirement for this role. Candidates should have practical experience with one or more platforms such as:

• Adobe Creative Cloud, including Photoshop, Illustrator, or After Effects
• Figma
• Canva
• Creative automation or digital advertising platforms
• Other design, animation, ad production, or creative workflow tools

Candidates do not need to be professional designers, but must understand how creative teams work. This knowledge allows the Customer Growth Manager to empathize with customers and provide practical guidance rather than generic customer support.

Dormant Opportunity Reactivation

A major responsibility of this role is preventing valuable relationships from disappearing after a demo. Rather than relying on generic follow-up messages, the Customer Growth Manager will use product expertise and creative industry knowledge to create meaningful reasons to reconnect.

Ideal Candidate

• Have hands-on experience with Adobe, Figma, Canva, or comparable creative tools
• Understand creative, design, advertising, or marketing production workflows
• Have experience in B2B SaaS Customer Success, Account Management, Solutions Consulting, Sales, or a customer-facing creative technology role
• Are comfortable learning and demonstrating sophisticated software
• Enjoy working directly with customers to solve real problems
• Can translate product capabilities into practical customer use cases
• Can communicate naturally with designers, marketers, creative teams, agencies, and business leaders
• Know how to reengage prospects who have stopped responding
• Are comfortable calling prospects and customers directly
• Can recognize buying signals and move relationships toward the appropriate next step
• Have experience expanding existing customer relationships
• Have experience generating customer referrals and introductions
• Are commercially minded while remaining highly customer focused
• Are highly organized with CRM, pipeline, follow-up, and account management

What Success Looks Like

A successful Customer Growth Manager becomes someone prospects and customers want to engage with because they understand their world and can genuinely help them. They understand the customer's existing tools and workflow. They help customers accomplish real work with the platform. That expertise builds trust. Trust keeps conversations moving. Those relationships lead to conversions, expansion, and referrals. The ultimate objective is to turn creative expertise, product knowledge, and customer trust into measurable revenue growth.