Head of Customer Value

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Take ownership of Net Revenue Retention, upsell ARR, and conversion of Proof of Concept.

• Establish quarterly targets for each Account Strategist, monitor them weekly, and ensure accountability for outcomes.

• Develop the team from the ground up by creating hiring scorecards, conducting interviews, and enabling new hires to reach full quota within 60 days.

• Implement a consistent expansion process from Day 30 handoff through Day 90 Phase 2 signature, which includes quarterly assessments of new areas.

• Personally lead expansion efforts in the largest accounts and collaborate with cofounders on Enterprise accounts.

• Mentor the team on scoping and closing through assessments, executive reviews, account planning, and Order Form evaluations.

• Take charge of the expansion forecast, ensure CRM accuracy, conduct weekly expansion reviews, and report directly to the COO.

• Collaborate with the FDE Manager on handoff standards, integration scope sign-off, and prioritization of agent-quality issues.

• Provide field insights to Product and facilitate the expansion of agents into new areas requested by clients.

• Manage team quotas and variable compensation, suggesting plan modifications as needed.

• Report directly to the COO.

⛳️ Requirements

• Minimum of 4 years in account management, customer success, consulting, or enterprise sales within a B2B environment, including at least 3 years leading a quota-carrying team that has expanded accounts across departments.

• Proven experience building a team from scratch: hiring staff, designing processes, and establishing repeatable practices in a startup or new business unit.

• Strong understanding of AI agents, including their reliable operational capabilities, evaluation reading, and selling outcomes without overpromising.

• Metrics-focused: able to define success criteria, forecast accurately, create dashboards, and hold the team accountable to the plan.

• Proficient in both Spanish and English.

• Willingness to travel to client locations throughout the US, Puerto Rico, and Latin America.

• Possess an ownership mentality: responsible, low-ego, and proactive in addressing issues.

• Nice to have: experience in an AI, automation, or supply chain software company during its growth phase.

• Nice to have: background in selling to mid-market and enterprise distributors or manufacturers.

• Nice to have: familiarity with ERPs such as SAP, Oracle, NetSuite, Odoo, Sage, or Acumatica.

• Nice to have: hands-on experience with HubSpot and designing compensation plans for expansion teams.

🏝️ Benefits

• Flexible remote work arrangement.

• Travel opportunities to client facilities across the US, Puerto Rico, and Latin America.

• Administration of variable pay plans for the team.