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For Companies At a Glance
- Tasks: Lead and inspire the Account Management team to drive customer satisfaction and revenue growth.
- Company: Join Swap, a top software provider revolutionising e-commerce with innovative solutions.
- Benefits: Enjoy competitive salary, stock options, private health insurance, and pension.
- Why this job: Be part of a dynamic team in a high-growth environment that values creativity and collaboration.
- Qualifications: 5+ years in senior account management within B2B SaaS; strong leadership and analytical skills required.
- Other info: Hybrid work model based in London; experience in e-commerce is a plus but not essential.
The predicted salary is between 43200 - 72000 £ per year.
Location: London (Hybrid)
About Swap
Swap is a leading software provider dedicated to empowering e-commerce brands with innovative, data-driven solutions. Our cutting-edge platform helps online retailers optimise their operations, enhance customer experiences, and drive growth. We are committed to fostering a collaborative and inclusive work environment where creativity and innovation thrive.
About The Role
As Head of Account Management at Swap, you will own and scale our global account management function to increase net revenue retention, expand strategic accounts, and deliver measurable value to our customers. This is a high-impact, cross-functional leadership role ideal for a commercially-minded, customer-obsessed operator who thrives in high-growth environments. You’ll lead a high-performing team, shape strategic account plans, and collaborate across Sales, Product, and Customer Success to drive retention, upsell, and long-term customer satisfaction.
What You’ll Do
- Lead, develop, and inspire the Account Management team to deliver exceptional customer outcomes and hit ambitious retention and expansion targets.
- Develop and operationalise scalable processes and playbooks to ensure consistent, high-impact customer engagement across all segments.
- Define and track key performance metrics, and establish a strong operating cadence to drive accountability and performance.
- Build trusted, long-term relationships with strategic customers and act as a senior escalation point for complex or high-value accounts.
- Collaborate closely with Sales, Customer Success, Product, and Operations to align customer objectives and ensure a seamless post-sale experience.
- Use account data, usage trends, and commercial insights to identify growth opportunities, mitigate churn risk, and inform strategic planning.
- Recruit, coach, and mentor the team — including other managers — to build a collaborative, high-energy, and results-oriented culture.
- Serve as a strategic voice in shaping Swap’s customer strategy, influencing product roadmap and commercial priorities based on customer feedback and market trends.
What We’re Looking For
- 5+ years in senior account management or post-sales leadership roles within a B2B SaaS business, with experience managing managers and scaling teams.
- Proven track record of driving net revenue retention and account growth through structured account strategies and value-led engagement.
- Strong commercial acumen — comfortable negotiating, forecasting, and influencing at executive level both internally and with enterprise customers.
- Demonstrated success building and scaling teams in dynamic, high-growth environments.
- Exceptional communication and relationship-building skills; able to quickly build trust with C-level stakeholders and cross-functional partners.
- Highly analytical and data-driven, with a strong ability to extract actionable insights from account health data, usage metrics, and customer feedback.
- A collaborative leader who thrives in fast-paced, cross-functional teams and loves solving complex customer challenges.
- Experience in e-commerce or logistics tech is a plus — but we value curiosity, adaptability, and a growth mindset above industry background.
Benefits
- Competitive base salary
- Stock options in a high-growth startup
- Private Health insurance
- Pension
Head of Account Management employer: Swap
Contact Detail:
Swap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Account Management
✨Tip Number 1
Familiarise yourself with the e-commerce landscape and the specific challenges that brands face. Understanding these nuances will help you demonstrate your commercial acumen and ability to drive customer success during discussions.
✨Tip Number 2
Network with professionals in the B2B SaaS space, especially those who have experience in account management. Engaging with industry peers can provide insights into best practices and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific metrics and strategies you've used in previous roles to drive net revenue retention and account growth. Being able to share concrete examples will showcase your expertise and readiness for this leadership position.
✨Tip Number 4
Research Swap's current customer base and any recent developments in their product offerings. This knowledge will allow you to tailor your conversations and demonstrate how you can add value to their existing strategies.
We think you need these skills to ace Head of Account Management
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in account management, particularly in B2B SaaS environments. Emphasise your leadership roles and any achievements related to net revenue retention and account growth.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for e-commerce and your understanding of the challenges faced by online retailers. Mention specific examples of how you've driven customer satisfaction and retention in previous roles.
Highlight Key Skills: In your application, focus on skills that align with the job description, such as commercial acumen, analytical abilities, and relationship-building. Use concrete examples to demonstrate these skills in action.
Showcase Leadership Experience: Since this role involves leading a team, be sure to include details about your experience in managing and mentoring others. Discuss how you've built high-performing teams and fostered a collaborative culture.
How to prepare for a job interview at Swap
✨Showcase Your Leadership Skills
As a candidate for the Head of Account Management, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on how you inspired and developed your team members to achieve ambitious targets.
✨Understand the E-commerce Landscape
Familiarise yourself with the current trends and challenges in the e-commerce sector. Being able to discuss these insights during your interview will show that you're not only knowledgeable but also genuinely interested in the industry Swap operates in.
✨Prepare for Data-Driven Discussions
Since the role requires a strong analytical mindset, be ready to discuss how you've used data to drive account growth and retention. Bring specific metrics or case studies that highlight your ability to extract actionable insights from account health data.
✨Demonstrate Cross-Functional Collaboration
The role involves working closely with various departments. Be prepared to share examples of how you've successfully collaborated with sales, product, and customer success teams in the past to enhance customer experiences and drive results.
