Hear about this role directly from our Founder & CEO.
Why this role exists
Most Loved Workplace® is the certification and workplace intelligence business of Best Practice Institute. We help CEOs, CHROs, CPOs and employer-brand leaders understand employee sentiment, strengthen culture, earn credible recognition and ensure verified employee evidence shapes how their organizations are understood by customers, candidates, search engines and AI platforms. Our next stage requires a leader who turns customer outcomes into durable renewals and measurable account growth. This is an opportunity to build and own a function, lead a lean team and work directly with the Founder & CEO.
What our clients get
Everything a Most Loved Workplace® certification unlocks:
One certification, four places it works for you.
- Most Loved Workplace® app: Survey insight and action plans.
- CertCheck: Verify, publish and promote.
- Visipage: Be found by AI.
- BPI dashboard: Your Workplace Report and spotlights.
What you'll do
- Own the complete customer journey: sales handoff, onboarding, implementation, adoption, measurable outcomes, renewal, expansion, referrals and risk recovery
- Prospect and close new business: convert engaged free and assessment-stage employers into paying clients, alongside Founder-led and partner-sourced opportunities
- Grow existing accounts: deepen adoption of the certification, add badges and resources, and move clients to multi-year commitments
- Lead as a player-coach through the existing team while directly participating in priority onboarding, customer-value reviews, renewal strategy and account recovery
- Install the operating system: playbooks, health scoring, value reviews, forecasting and weekly accountability
- Run the 120-day renewal process, escalation rules and priority account plans
- Build a quantified expansion pipeline with evidence, next actions, owners and expected close timing
- Resolve routine customer-function decisions and performance issues without requiring the CEO to chase completion
What we measure you on
- Retention and expansion: GRR and NRR reported explicitly, not as substitutes for each other
- New business: new paying clients and free-to-paid conversions you personally advance and close
- Renewal readiness across the portfolio, with no surprises at quarter-end
- Expansion pipeline quality: evidence, next actions, owners, close timing
- HubSpot discipline: every account, every renewal date, every next step current
- Team execution: consistent playbooks, follow-through and coaching impact
- Operating independence: the customer function runs without routine Founder intervention
Your first 90 days
- Day 30: every paying account met, each renewal date and health signal audited, and an account plan published for the full portfolio
- Day 60: the free-to-paid upgrade path live, with a first conversion in motion and every account on the operating cadence
- Day 90: the team running the playbook, with one renewal you led saved, or one expansion closed
What you bring
- Curiosity: you dig into every account until you know what is really happening (the politics, the blockers, the culture) before you prescribe anything
- Discipline and focus: you run the week off the CRM, follow up when you say you will, and finish what you start without being chased
- Leadership: you hire, coach and hold a line, and your team executes whether or not you are in the room
- Drive: you treat the number as yours, and you keep moving on stalled deals and accounts without waiting for direction
- Gravitas: CEOs and CHROs take you seriously in the first five minutes, because you have done the work and speak with evidence
- You’ve led a customer success team, owned retention and expansion targets, and delivered measurable results in a recurring-revenue business.
- 8+ years in customer success, account management, client services or post-sale revenue, including meaningful people leadership. We assess demonstrated capability, not title alone
- Evidence of building or rebuilding a customer operating model in a lean, founder-led environment
- Demonstrated ability to save renewals, lead executive customer conversations and close value-led expansion
- Experience coaching, hiring and performance-managing customer-facing staff through difficult decisions
- Hands-on HubSpot or comparable CRM fluency and concise, commercially credible communication
- Preferred backgrounds: B2B SaaS, HR technology, employer branding, research/analytics, certification, membership, digital services or AI visibility, especially serving senior HR buyers
- We value leaders who have built through the $2M–$10M stage, not only operated mature enterprise teams
How to apply
Preferred entry is a defined, paid 60-day operating engagement with a path to a full-time Head role by mutual agreement. Engagement hours, fees, availability and authority agreed in writing before commencement. A subsequent full-time appointment includes base salary and performance-based compensation tied primarily to retention and customer expansion, plus benefits. Location is remote anywhere in the US, with Florida hybrid preferred. Onboarding and about quarterly visits to Palm Beach Gardens, travel paid. To apply, send a resume plus a one-page evidence summary: the portfolio you owned (size, accounts, ACV), your GRR/NRR and expansion results with the measurement period, one renewal you personally saved, one expansion you helped close, and the operating system you built and what it moved. Name one account you saved and one you lost, and why. No cover letter required.
Best Practice Institute is an equal opportunity employer. We hire on the basis of operational excellence, customer empathy, and what you can demonstrate you've delivered.