Accountabilities:

Lead, manage, and develop the Account Management team, fostering a high-performance culture built around customer satisfaction, accountability, collaboration, and continuous improvement.
Own customer retention, contract renewals, and expansion revenue across a portfolio of enterprise accounts, ensuring long-term customer value and sustainable business growth.
Develop and maintain strong, trusted relationships with senior customer stakeholders, particularly within large enterprise and international retail organizations.
Monitor customer health, engagement, and satisfaction indicators, proactively identifying potential risks and implementing strategies to improve retention and prevent churn.
Identify opportunities for account growth, upselling, and cross-selling while aligning customer objectives with broader commercial priorities.
Partner with the VP of Customer Success to evolve organizational structures, account coverage models, and operational processes as the business expands.
Lead organizational transformation and operational improvements to increase team productivity, scalability, and consistency across the customer experience.
Champion the adoption of AI-powered tools, automation, and emerging technologies to streamline workflows, improve team capacity, and strengthen customer outcomes.
Collaborate closely with Sales, Product, Revenue Operations (RevOps), and other cross-functional teams to represent customer needs and ensure alignment on business priorities.
Act as a senior decision-maker, independently navigating complex customer and operational challenges while identifying practical, commercially sound solutions.
Support the development and optimization of global Customer Success operations, ensuring consistent service quality across different regions and time zones.
Coach and mentor Account Management leaders and team members, supporting professional development, succession planning, and leadership growth.
Lead teams through organizational changes, maintaining engagement, transparency, and alignment around strategic objectives.
Establish clear performance expectations and accountability frameworks to ensure the team consistently delivers strong customer relationships, retention results, and expansion revenue.
Travel when required, potentially up to 25% of working time.

Requirements

Significant leadership experience in enterprise SaaS Customer Success, Account Management, or a related commercial function.
Proven experience managing managers and developing high-performing teams within complex enterprise customer environments.
Demonstrated success driving customer retention, contract renewals, customer satisfaction, and expansion revenue within a high-touch customer success model.
Experience leading and scaling global or multi-region teams, including managing organizational transformations and evolving customer coverage strategies.
Strong commercial and business acumen, with the ability to balance customer relationship management, strategic priorities, and revenue objectives.
Excellent leadership, coaching, and mentoring capabilities, with a track record of developing talent and building accountable, collaborative teams.
Strong stakeholder management and communication skills, with the ability to influence senior executives and collaborate effectively across multiple departments.
Sound judgment, strategic thinking, and the ability to make independent decisions in a fast-paced and evolving business environment.
Previous experience working in a scaling SaaS organization, ideally within a business generating between USD 30 million and USD 100 million in annual recurring revenue (ARR).
Ability to collaborate effectively across international time zones, particularly with teams and customers based in North America and Europe.
Adaptability and resilience, with the ability to lead through change while maintaining team engagement and operational performance.

Additional qualifications considered an asset:

Experience working alongside customer support or technical support teams.

How Jobgether works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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