Head of Customer Growth
HybridGrand Rapids, Michigan, United States
Job Summary
Own customer lifetime value by driving retention, expansion, adoption, and advocacy across the Microsoft Solutions base to maximize Net Revenue Retention. Build the Customer Growth function by developing scalable playbooks, health scoring, and metrics that ensure customers achieve measurable business outcomes. Lead a high-performing team through recruitment, coaching, and clear accountability while partnering with Sales, Product, and Marketing to align growth with profitability. Establish operational excellence through accurate reporting, forecasting, and disciplined renewal processes. Deliver a 12-month growth strategy within the first 90 days to position customer success as a competitive advantage for the segment.
Required Qualifications
- 7+ years in Customer Success, Account Management, Revenue Growth, or related leadership roles
- Experience managing and growing significant recurring revenue portfolios
- Demonstrated success improving retention and Net Revenue Retention
- Experience building teams, processes, and scalable operating models
- Experience in B2B SaaS, ERP, distribution technology, or related markets
- You think like an owner, not a service provider
- You understand that customer success and commercial success are inseparable
- You are highly analytical and data-driven
- You build systems, not dependencies
- You thrive in environments undergoing transformation
- You are willing to lead from the front when needed
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