Head of Customer Growth

Role overview

Cavallo is hiring a senior leader to design and run the customer growth engine for its Microsoft Solutions business. This is not a relationship-management role; the focus is on growing revenue from the existing customer base. New customer acquisition remains with the sales team. The core objective is to increase customer lifetime value through retention, product adoption, expansion, advocacy, and customer success across the Microsoft Solutions segment.

Microsoft Solutions is strategically important to Cavallo in two ways: it supports a large, loyal SalesPad customer base with meaningful recurring revenue and room to expand, and it also supports future growth through Business Central and other Microsoft-based offerings that need a modern, scalable customer growth approach.

The selected leader will guide the Customer Growth team and create the systems, playbooks, metrics, and operating discipline needed to help customers achieve measurable business results while ensuring Cavallo captures the full value of each account.

What success looks like

• Excellent retention across the customer base.
• Improved Net Revenue Retention through expansion and adoption.
• A scalable customer growth playbook that can support the Microsoft Solutions business.
• Strong linkage between customer outcomes, revenue growth, and profitability.
• Customer growth becoming a clear competitive strength for the Microsoft Solutions segment.

Key responsibilities

• Take ownership of customer lifetime value by driving retention, expansion, adoption, and advocacy across Microsoft Solutions accounts, while improving customer health and Net Revenue Retention.
• Set up account planning and expansion processes that reveal churn risk and growth opportunities.
• Build the Customer Growth function by defining the operating model, creating repeatable customer success, renewal, and expansion playbooks, and introducing customer health scoring and growth metrics.
• Establish the tools, systems, and processes needed to support scalable future growth.
• Recruit, develop, and lead a high-performing Customer Growth team with clear accountability, performance expectations, and coaching routines.
• Create a culture centered on ownership, urgency, and customer value.
• Collaborate closely with Sales, Professional Services, Product, and Marketing to ensure customers achieve measurable business outcomes.
• Bring customer insights back into product and service improvements, and identify Business Central adoption and broader solution expansion opportunities.
• Work with RevOps to maintain accurate customer reporting and forecasting.
• Implement customer health dashboards, performance reporting, and disciplined renewal, expansion, and account review routines.

Qualifications and experience

• At least 7 years of experience in Customer Success, Account Management, Revenue Growth, or similar leadership roles.
• Background in managing and expanding large recurring revenue portfolios.
• Proven ability to improve retention and Net Revenue Retention.
• Experience building teams, processes, and scalable operating models.
• Exposure to B2B SaaS, ERP, distribution technology, or similar markets.
• A mindset that reflects ownership rather than a service-only approach.
• Understanding that customer success and commercial success must work together.
• Strong analytical and data-driven decision-making ability.
• Comfort in building systems instead of creating dependency on individuals.
• Ability to thrive in a transformation environment.
• Willingness to step in and lead directly when needed.

First 90 days

• Month 1: Review the customer portfolio, current team capability, and operating model; identify retention risks, expansion opportunities, and process gaps.
• Month 2: Put customer health frameworks and account-planning discipline in place, along with operating cadence and performance metrics.
• Month 3: Deliver a 12-month Customer Growth strategy for Microsoft Solutions, including a roadmap to improve retention, expansion, and NRR, and show measurable progress in customer visibility and growth execution.

Why join Cavallo

• Own the direction of a high-growth, high-impact product portfolio.
• Work with startup-like speed while having established resources behind you.
• Join a strong team of technologists, business leaders, and innovators.

About Cavallo

Cavallo develops profit-focused technologies for product-based brands and wholesale distributors. The company looks for self-driven, hardworking problem solvers who bring energy, creativity, and confidence to business challenges. Innovation, adaptability, and continuous improvement are central to its culture.

Headquartered in Grand Rapids, Cavallo helps organizations improve how they operate through software products, custom solutions, expertise, and support. Its enterprise software works with major business applications, including several ERP platforms, and connects with many other tools and technologies.

Since 2003, Cavallo has supported manufacturing and distribution companies in improving productivity and efficiency. The company began when a small business owner asked a software developer to turn manual clipboards and legal pads into a streamlined inventory management system, and it has continued innovating ever since.

Join Cavallo to help shape the next generation of data-driven enterprise solutions. This role is suited to a leader who values innovation, execution, and scaling world-class products.