Head of Customer Success & Growth Op

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

• Hub Spot 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 Hub Spot

• 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 Hub Spot or comparable CRM fluency

• Concise, 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…