About the Role
We are a fast-growing B2B SaaS scale-up seeking a dynamic and strategic Head of Account Management to lead our client relationship function. You will be responsible for nurturing and expanding our existing client base, driving customer satisfaction, retention, and identifying up-sell/cross-sell opportunities. This is a pivotal leadership role where you will build and mentor a high-performing team, define the account management strategy, and contribute directly to our company's growth and success.
Key Responsibilities
- Develop and execute a comprehensive account management strategy to maximize customer lifetime value, reduce churn, and drive net revenue retention (NRR).
- Lead, mentor, and scale a team of Account Managers, fostering a culture of excellence, collaboration, and customer-centricity.
- Build and maintain strong, long-lasting relationships with key enterprise clients, acting as a senior point of escalation and strategic partner.
- Collaborate with Sales, Product, and Customer Success teams to ensure a seamless customer journey and to provide valuable feedback from the client base to inform product development.
- Implement and manage key account management metrics (e.g., NPS, CSAT, churn rate, expansion revenue) and report on team performance to the executive leadership.
Required Skills & Qualifications
- Proven experience in a senior account management or client success leadership role within a B2B SaaS environment.
- Demonstrable track record of meeting and exceeding targets related to customer retention, satisfaction, and revenue growth.
- Experience working in a fast-paced startup or scale-up environment, with an agile and hands-on approach.
- Excellent leadership and team management skills, with experience in hiring, training, and developing talent.
- Strong commercial acumen and strategic thinking, with the ability to identify and capitalize on expansion opportunities.
Nice-to-Have
- Experience using CRM software (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
- Formal training in negotiation or strategic account management methodologies.