Head of Account Management, EMEA in London

This opportunity sits with an established Microsoft partner working with mid market and enterprise customers across Europe. The business combines commercial and licensing expertise with technical advisory, managed support and professional services, spanning Microsoft 365, Azure, Security and Copilot.

The customer base has grown quickly and the focus now is on making sure that base is managed properly. This role owns the performance of existing customers across the region, covering retention, renewals, expansion and the quality of the commercial relationship.

You will take on an established Account Management team of four, with clear investment and headcount growth planned as the region scales. The role sits within the senior commercial leadership team and carries direct responsibility for gross and net revenue retention.

This is a hands-on leadership role rather than a reporting one. You will stay close to customers, lead the harder renewals and negotiations yourself, and coach the team to operate with the pace and discipline of a proper commercial function.

Why This Role Stands Out

• You inherit a real customer base and a functioning team, not a blank sheet or a turnaround.
• Clear mandate and budget to grow the team across the region, so you are building rather than holding.
• Existing customer performance is treated as its own commercial discipline rather than an afterthought behind new business.
• Senior visibility, with retention, growth and forecast performance reported at leadership level.
• Genuine breadth to sell into, spanning licensing, Azure, Security, Copilot, managed support and professional services, rather than pure licensing renewal.
• Growing business where the commercial structure is still being shaped and your view on how it should work will count.

Key Responsibilities

• Lead, coach and develop the Account Management team, setting clear targets and consistent operating rhythms across one to ones, account reviews, renewal reviews and pipeline meetings.
• Own regional retention performance, maintaining visibility of upcoming renewals, churn risk, downgrades and revenue at risk well ahead of decision dates.
• Lead from the front on strategic renewals, complex negotiations and senior customer conversations.
• Drive expansion across licensing, Azure, Security, Copilot, managed support and professional services, ensuring cross sell and upsell is based on genuine customer need rather than target pressure.
• Build the standard for strategic account plans, stakeholder maps and executive business reviews.
• Maintain a practical customer health framework and work with Support, Customer Services and Technical teams to resolve issues before they threaten retention.
• Establish KPIs across retention, renewals, expansion, pipeline and forecast accuracy, and report on performance to senior leadership.
• Partner with the wider commercial team on customer handover, and with Finance, Operations and Technical Services on billing, licensing and delivery alignment.
• Support recruitment and onboarding as the function grows.

Ideal Experience

• Proven experience leading an Account Management or Customer Success team within a Microsoft partner, CSP, MSP or wider technology business.
• Track record managing teams against renewal, retention and account growth targets, with real ownership of GRR, NRR, churn and expansion metrics.
• Strong working knowledge of Microsoft licensing alongside Azure, Security, Copilot, managed services or technical support.
• Comfortable leading complex commercial negotiations and holding senior customer relationships directly.
• Capable across coaching, account planning, forecasting and commercial risk management.
• Experience with mid market or enterprise customers is useful, as is exposure across multiple European markets.
• Familiarity with Microsoft partner programmes, incentives and commercial structures is an advantage.
• Suited to someone who leads from the front, is comfortable with a direct performance conversation, and wants to build a function rather than maintain one.