Hear about this role directly from our Founder & CEO.
Why this role exists
Most Loved Workplace is a workplace-culture research, certification, employer-intelligence and AI-visibility company. 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 you'll do
- Own the complete post-sale customer journey: sales handoff, onboarding, implementation, adoption, measurable outcomes, renewal, expansion, referrals and risk recovery
- 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
- Renewal readiness across the portfolio — 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
What you bring
- 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. Regular in-office presence in Palm Beach Gardens is required; relocation considered. 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. 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.