[Hiring] Head of Customer Value @Breakmark

Role Description

The company lands with a client in one area, then expands across the organization. As Head of Customer Value, you’ll own that expansion across the entire client base. You’ll build and lead the team that takes every account from Day 30, converts the Proof of Concept into Phase 2, and opens new areas within each client, in supply chain and beyond.

You’ll be accountable for three numbers:

• Net Revenue Retention (NRR)
• New ARR from upsell
• POC conversion

You’ll build the team from zero, hiring and leading Account Strategists and Customer Operations Specialists, working closely with the Implementation Manager on handoffs and with the cofounders on Enterprise accounts.

This is a player-coach role reporting to the COO: you’ll lead the team and personally run expansion in the largest accounts. It’s ideal for someone who has grown B2B accounts hands-on, built a team around a repeatable motion, and is driven by measurable outcomes.

What you’ll do:

• Own NRR, upsell ARR and POC conversion: set quarterly targets per Account Strategist, track them weekly and be accountable for results
• Build the team from zero: write hiring scorecards, run interviews and ramp each hire to full quota within 60 days
• Run a repeatable expansion motion: Day 30 handoff, Day 45 value review, Day 60 conversion analysis, Day 75 executive review and Phase 2 signed by Day 90, plus a new-area assessment for every account each quarter
• Lead expansion personally in the largest accounts, partnering with the cofounders on Enterprise accounts
• Coach the team on scoping and closing: join assessments and executive reviews, review account plans and Order Forms, and raise the commercial bar every quarter
• Own the forecast: keep the expansion pipeline in the CRM accurate, run the weekly expansion review and report to the COO
• Partner with the FDE Manager on handoff standards, scope sign-off for integrations, and prioritization of agent quality issues
• Bring field insights to Product and push the agents into new areas where clients are asking for them
• Run the team’s pay plan: administer quotas and variable pay, and propose changes when the plan stops driving the right behavior

Qualifications

• 4+ years in account management, customer success, consulting or enterprise sales at a B2B company, including 3+ years leading a quota-carrying team that expanded accounts across departments
• Experience building from zero: you’ve hired a team, designed a motion and made it repeatable at a startup or new business unit
• Solid understanding of AI agents: you know what AI can and can’t do reliably in operations, can read an eval, and sell outcomes without overpromising
• Metrics-driven: you define what good looks like, forecast accurately, build dashboards and hold a team to the plan
• Fluent Spanish and English, and comfortable traveling to client facilities across the US, Puerto Rico and Latin America
• Ownership mindset: accountable, low-ego, and you fix what’s off without being asked

Nice to have

• Experience at an AI, automation or supply chain software company during its growth stage
• Experience selling to mid-market and enterprise distributors or manufacturers
• Familiarity with ERPs such as SAP, Oracle, NetSuite, Odoo, Sage or Acumatica
• Hands-on experience with HubSpot and designing pay plans for expansion teams