Head of Customer Growth & Professional Services

About NetDynamic Consulting

NetDynamic Consulting is a certified SuiteSuccess partner and official NetSuite Alliance partner. We specialize in delivering high-impact ERP solutions that help businesses scale efficiently through NetSuite, integrations, and emerging technologies such as AI.

We are a nimble, fast-growing, and high-performing team focused on driving measurable outcomes for our clients while building long-term strategic partnerships.

Role Overview

We are seeking a highly strategic VP / Head of Customer Growth & Professional Services to lead and scale our post-sales revenue function.

This role owns customer retention, expansion revenue, and long-term account value, while driving the growth of our Managed Services offering and ensuring alignment between customer success and delivery.

You will operate at an executive level across the organization, partnering closely with the Director of Consulting, who owns delivery execution. This role defines WHAT needs to happen (growth, retention, expansion), the Director of Consulting defines HOW it gets delivered (execution, resources, delivery model)

Key Responsibilities

Post-Sales Revenue Ownership

• Own and drive Net Revenue Retention (NRR) across the customer base
• Lead renewals, upsell, and cross-sell strategies
• Identify and mitigate churn risks proactively
• Increase overall customer lifetime value (LTV)

Managed Services Strategy & Growt h

• Build and scale a recurring Managed Services offering
• Convert implementation clients into long-term service accounts
• Define pricing models, packaging, and service structures
• Drive predictable recurring revenue streams (ARR)

Customer Lifecycle Leadership

• Define and implement end-to-end customer lifecycle frameworks
• Establish customer health scoring and engagement models
• Ensure consistent value realization post go-live
• Strategic Account Management
• Own executive relationships across key accounts
• Lead Quarterly Business Reviews (QBRs) and strategic conversations
• Act as the escalation point for high-risk or high-value clients

Pre-Sales & Commercial Support

• Support strategic and enterprise deals
• Define account growth strategies and expansion roadmaps
• Participate in complex negotiations and long-term positioning

Professional Services Alignment (Strategic)

• Provide strategic direction to ensure delivery aligns with customer growth objectives
• Partner with the Director of Consulting on:
• Account strategy
• Expansion opportunities
• Managed Services transitions

Note: Day-to-day delivery execution, staffing, and utilization are owned by the Director of Consulting.

Ecosystem & Partnership Development

• Build relationships within the NetSuite ecosystem
• Identify partnership-driven growth opportunities
• Position NetDynamic as a long-term strategic advisor

Billable Expectations

• Focus on high-value activities:
• Executive advisory
• Strategic workshops
• Key account engagement
• Escalation management

Success Metrics

• Net Revenue Retention (NRR)
• Expansion ARR
• Managed Services Revenue Growth
• Renewal Rate
• Churn Reduction
• Strategic Account Growth

Qualifications

• 10+ years of experience in Customer Success, Professional Services, or Account Leadership roles
• Proven track record of owning and growing post-sales revenue (NRR, ARR, renewals)
• Experience building and scaling Managed Services or recurring revenue models
• Strong background in ERP, SaaS, or consulting environments (NetSuite preferred)
• Experience engaging with C-level stakeholders and enterprise clients
• Strong commercial acumen and strategic thinking capabilities
• Ability to operate at both executive and hands-on advisory levels

What Success Looks Like

• Consistent growth in NRR and expansion revenue
• Scalable and profitable Managed Services offering
• Strong, long-term client relationships at the executive level
• Clear alignment between customer success and delivery execution