Head of Customer Growth

Cavallo•Grand Rapids, MI

About The Position

Cavallo is looking for a leader who can build and operate the customer growth engine for our Microsoft Solutions business. This role owns growth from existing customers, with the mission to maximize customer lifetime value through retention, adoption, expansion, advocacy, and customer success across the Microsoft Solutions Segment. Microsoft Solutions is central to Cavallo's opportunities, with a large base of SalesPad customers and investments in Business Central and other Microsoft-based solutions. The Head of Customer Growth will lead the Customer Growth team, developing systems, playbooks, metrics, and operating disciplines to ensure customers achieve measurable business outcomes and Cavallo captures full customer value. Success is defined by achieving world-class customer retention, driving strong Net Revenue Retention, building a repeatable customer growth playbook, creating alignment between customer outcomes and revenue growth, and establishing customer growth as a competitive advantage.

Requirements

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.

Responsibilities

Own Customer Lifetime Value: Own retention, expansion, adoption, and customer advocacy across the Microsoft Solutions customer base.
Drive Net Revenue Retention and customer health outcomes.
Build account planning and expansion disciplines, and create visibility into churn risks and growth opportunities.
Build the Customer Growth Function: Develop the operating model for Customer Growth.
Create scalable customer success, renewal, and expansion playbooks.
Establish customer health scoring and growth metrics, and build the processes and systems needed to support future growth.
Lead the Team: Recruit, develop, and lead a high-performing Customer Growth organization.
Establish clear accountability, performance standards, and coaching rhythms while fostering a culture of ownership, urgency, and customer value creation.
Partner Across the Business: Work closely with Sales, Professional Services, Product, and Marketing.
Ensure customers achieve measurable business outcomes.
Drive customer feedback into product and service improvements, and identify opportunities for Business Central adoption and broader solution expansion.
Drive Operational Excellence: Partner with RevOps to ensure accurate customer reporting and forecasting.
Implement customer health dashboards and performance reporting, and create disciplined renewal, expansion, and account review processes.