This job is closed
Applications are no longer available for this announcement. Explore current related opportunities below.
Job description
Paid 60-day operating engagement with a path to a full-time leadership role by mutual agreement
Reports to the Founder and CEO
Own every dollar after the sale and build the customer revenue system that protects renewals, proves customer value, creates expansion, and operates without routine Founder intervention.
ABOUT US
Best Practice Institute is the research organization behind Most Loved Workplace®. We are a workplace-culture research, certification, employer-intelligence, and AI-visibility company.
We help CEOs, CHROs, CPOs, and employer-brand leaders understand employee sentiment, strengthen workplace culture, earn credible recognition, and ensure verified employee evidence shapes how their organizations are understood by candidates, customers, search engines, and AI platforms.
We are entering our next stage of growth and need a hands‑on leader who can turn customer outcomes into durable renewals and measurable account growth.
WHAT YOU WILL OWN
The complete post-sale customer journey, including sales handoff, onboarding, implementation, adoption, measurable outcomes, renewal, expansion, referrals, and risk recovery
Retention, Gross Revenue Retention, Net Revenue Retention, and customer expansion
A disciplined 120-day renewal process with clear escalation rules and priority-account plans
A quantified expansion pipeline with evidence, next actions, owners, and expected close dates
Customer health scoring, playbooks, value reviews, forecasting, and weekly accountability
HubSpot accuracy across every customer, renewal date, risk, opportunity, and next action
Leadership, coaching, and performance management of the existing customer-facing team
Executive customer conversations, priority onboarding, renewal strategy, and account recovery
HOW SUCCESS WILL BE MEASURED
GRR and NRR reported clearly and separately
Renewal readiness across the complete customer portfolio
Measurable customer outcomes and value realization
Expansion pipeline quality and closed expansion revenue
Accurate and current customer information in HubSpot
Consistent team execution and follow-through
A customer function that operates without routine Founder intervention
WHAT YOU BRING
Eight or more years in customer success, account management, client services, or post-sale revenue
Meaningful experience leading and performance-managing customer-facing employees
Direct ownership of retention, renewals, expansion, GRR, and NRR in a recurring-revenue business
Evidence that you have built or rebuilt a customer operating model in a lean, founder-led company
Experience personally saving renewals and closing value-led customer expansions
Confidence leading executive-level customer conversations
Hands‑on HubSpot or comparable CRM fluencyConcise, commercially credible communication
The ability to operate as a player-coach, not only as a strategist or senior executive
Experience in B2B SaaS, HR technology, employer branding, research and analytics, certification, membership, digital services, or AI visibility is preferred. Experience serving senior HR buyers is particularly relevant.
We value leaders who have helped build through the $2 million to $10 million revenue stage, not only executives who have operated inside large, mature enterprises.
ENGAGEMENT STRUCTURE
The preferred entry point is a defined, paid 60-day operating engagement. Engagement hours, fees, responsibilities, availability, and decision‑making authority will be agreed upon in writing before commencement.
Following the engagement, both parties may agree to transition the role into a full‑time Head of Customer Success & Growth position with base salary, performance‑based compensation tied primarily to retention and customer expansion, and benefits.
Regular in‑office presence in Palm Beach Gardens is required. Relocation may be considered.
We read every response personally. Depth and specificity matter more than polish.
No traditional cover letter is required.
Best Practice Institute is an equal opportunity employer. We hire based on operational excellence, customer empathy, leadership ability, and demonstrated results.
#J-18808-Ljbffr
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.