Head of Customer Accounts (KAM / Customer Success Lead)
<p>We are seeking an experienced and strategic Head of Customer Accounts (KAM / Customer Success Lead) to lead and scale our enterprise account management operations.<br></p> <p>This role is responsible for managing approximately 40 enterprise customer accounts while leading a team of 4 Account Managers / Customer Success professionals. The ideal candidate will drive operational excellence, customer retention, account expansion, and team development while ensuring customers achieve measurable business outcomes through our solutions.<br></p> <p>This is a highly hands-on leadership role. The selected candidate will personally manage a portfolio of key strategic accounts while also building scalable processes, coaching the team, and improving overall account performance across the organization.<br></p> <p>The ideal professional combines strong commercial acumen, customer-centric thinking, operational discipline, and leadership capabilities.<br></p> <h2>Key Responsibilities<br></h2> <h3>Account Management & Revenue Growth<br></h3> <ul> <li>Manage and oversee approximately 40 enterprise-level customer accounts.<br></li> <li>Personally own and manage 5–10 strategic customer accounts.<br></li> <li>Build strategic account plans focused on retention, expansion, and customer growth.<br></li> <li>Identify upsell, cross-sell, and expansion opportunities.<br></li> <li>Own customer renewals and contribute to improving Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).<br></li> <li>Build long-term relationships with executive-level stakeholders.<br></li> <li>Collaborate closely with Sales and internal teams to improve customer outcomes and business growth.<br></li> </ul> <h3>Team Leadership & Coaching<br></h3> <ul> <li>Lead, mentor, and develop a team of 4 Account Managers / Customer Success professionals.<br></li> <li>Conduct regular coaching sessions, 1-on-1 meetings, and performance reviews.<br></li> <li>Improve execution quality, operational consistency, and strategic thinking across the team.<br></li> <li>Foster a proactive and growth-oriented customer management culture.<br></li> </ul> <h3>Operational Excellence & Process Development<br></h3> <ul> <li>Design and implement scalable KAM and Customer Success playbooks.<br></li> <li>Standardize onboarding, account review processes, escalation management, and quality control procedures.<br></li> <li>Create frameworks for customer usage tracking, expansion signals, and account health monitoring.<br></li> <li>Improve operational efficiency and customer management consistency.<br></li> </ul> <h3>Customer Success & Strategic Communication<br></h3> <ul> <li>Lead customers through onboarding, implementation, and go-live processes.<br></li> <li>Ensure rapid customer adoption and time-to-value.<br></li> <li>Clearly communicate solutions and business impact to executive and operational stakeholders.<br></li> <li>Connect customer goals and KPIs to measurable business outcomes.<br></li> </ul><br><br> <h3>Requirements</h3> <li>Bachelor’s degree preferred in Business, Marketing, Communications, HR, or related field<br></li> <li>3–5 years of experience in Customer Success, Key Account Management, or Enterprise SaaS environments<br></li> <li>Proven experience managing enterprise customer accounts and driving expansion revenue<br></li> <li>Previous team leadership and coaching experience<br></li> <li>Strong understanding of SaaS business models and customer lifecycle management<br></li> <li>Excellent verbal and written communication skills in English<br></li> <li>Strong organizational, analytical, and problem-solving skills<br></li> <li>Experience creating scalable processes and operational frameworks<br></li> <li>Ability to manage multiple high-level accounts simultaneously<br></li> <li>Strategic mindset with strong customer relationship management skills<br></li> <li>Experience working with CRM and customer success tools<br></li><br><br> <h3>Benefits</h3> <li>Competitive monthly salary<br></li> <li>Remote work opportunity<br></li> <li>Professional growth and leadership development opportunities<br></li> <li>Exposure to enterprise-level clients and strategic projects<br></li> <li>Collaborative and fast-paced work environment<br></li> <li>Opportunity to build and scale a high-impact customer success function<br></li> <li>Career advancement opportunities within a growing SaaS organization<br></li> <li>Dynamic and innovative company culture<br></li> <li>Paid time off and company holidays<br></li> <li>Performance-driven and results-oriented environment<br></li><br><br>
