Head of Customer Success & Account Management
About the Role
We are looking for a passionate and determined Head of Customer Success & Account Management to lead two critical divisions within our credit software business. This role is designed for a leader who can break down silos, align teams, and drive smarter, more efficient ways of working. Your mission will be to reduce churn in Customer Success while ensuring that Account Management maximizes client value and retention through a seamless process.
If you thrive in a fast-paced, high-growth SaaS environment and have a proven track record in customer success, account management, and revenue growth, we want to hear from you.
Key Responsibilities
Leadership & Strategy
1. Align the Customer Success and Account Management teams to work more effectively together.
2. Develop a unified strategy to reduce churn, drive upsell opportunities, and increase client satisfaction.
3. Create data-driven processes to measure and improve customer health, engagement, and retention.
Customer Success & Retention
1. Implement proactive customer engagement strategies to ensure clients maximize the value of our software.
2. Reduce churn by identifying and addressing at-risk clients early.
3. Work closely with Product & Sales to improve user adoption and overall customer experience.
4. Ensure seamless cross-team collaboration to drive upsell, renewal, and expansion opportunities.
5. Optimize account management processes to deepen relationships and increase customer lifetime value.
6. Develop training and playbooks to enable account managers to be more strategic in client interactions.
Process Improvement & Automation
1. Identify inefficiencies in current workflows and implement scalable, tech-enabled solutions.
2. Leverage data to inform decision-making and create predictive churn models.
3. Improve CRM and customer tracking systems to enhance account visibility.
What We’re Looking For
5+ years of leadership experience in Customer Success and/or Account Management (preferably in SaaS or fintech).
A track record of reducing churn, driving revenue growth, and improving client retention.
Strong commercial mindset – experience in upselling, cross-selling, and managing renewals.
Experience leading high-performing teams and aligning departments towards shared goals.
Data-driven decision-maker with knowledge of customer health scoring and predictive analytics.
Proficiency in CRM tools (Salesforce, HubSpot, etc.) and automation strategies.
Exceptional communication skills and the ability to engage with C-level stakeholders.
What’s in it for You?
Negotiable salary with performance-related bonuses.
Hybrid working model with a Manchester HQ.
The opportunity to own and transform two critical business functions.
A high-growth environment where your impact will be visible.
Career progression in a company that values leadership and innovation.
Seniority level
Director
Employment type
Full-time
Job function
Sales, Consulting, and Customer Service
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