At a Glance
- Tasks: Lead and develop a high-performing Account Management team to drive client success.
- Company: Join Lendscape, a growing fintech revolutionising lending software across the globe.
- Benefits: Enjoy competitive salary, performance incentives, and real ownership of your role.
- Other info: Collaborate closely with product teams and enjoy excellent career growth opportunities.
- Why this job: Shape the future of account management while making a tangible impact on client relationships.
- Qualifications: Proven leadership in Account Management, ideally in B2B SaaS or fintech.
The predicted salary is between 80000 - 100000 £ per year.
Description
About the Role
Lendscape builds lending software used by financial institutions across the UK, Europe, Aisa and the United States.
As we grow, our Account Management function is the engine of client retention and expansion.
The Director of Account Management owns the end-to-end performance of the AM team: Account Managers focused on commercial growth in stable, upsell-ready accounts and the ongoing management of accounts with significant Professional Services activity or active development programmes.
You set the standard for how accounts are run, coach the team to hit it, and personally carry a portfolio of your own as a player-coach — staying close to the work you're asking your team to excel at.
Key Responsibilities
- Team Leadership & Coaching
- Lead, coach and develop a team of Account Managers across two specialisms — Commercial expansion and Service excellence.
These should be achieved with a high level of standardisation to ensure seamless expansion across the globe.
- Own hiring, performance management, and career development across the AM team.
- Maintain clear role clarity between AM Commercial (upsell-focused, stable accounts) and AM Service (PS-led, active development accounts), and resolve ambiguity for accounts that sit across both.
- Support the Service led team to become more commercial and vice-versa for the commercial group.
- Run regular pipeline reviews, coaching AMs through the six-stage opportunity qualification process — Opportunity Confirmed, Budget Verified, Incumbent & Renewal, Org Structure Mapped, Decision Makers Identified, Account Health Pack Prepared — before any handoff to New Business Sales.
- Set and uphold the standard that every account carries an active opportunity pipeline, or a documented reason why not.
- Player-Coach Portfolio Ownership
- Personally own a portfolio of accounts, acting as primary relationship holder end-to-end from go-live handoff — modelling the standard you expect from your team.
- Run your own commercial strategy, renewal planning and upsell identification, including full ownership of the sales cycle for opportunities up to £70k.
- Carry a personal PS and Upsell quota alongside overall team quota accountability.
- Commercial & Revenue Accountability
- Own the AM team's combined PS and Upsell Team Quota, forecasting performance to the COO/CRO.
- Maintain accurate, forward-looking renewal and expansion forecasts across the entire book of business in the CRM.
- Oversee sub-£70k opportunities closed directly by AM Commercial, and ensure disciplined, well-qualified handoff of £70k+ opportunities into New Business Sales.
- Partner with New Business Sales to ensure smooth handoffs and that landed accounts return promptly to AM ownership post-close.
- Ensure we are meeting a NRR of 110% p. a. net retention
- This includes a 95% Gross retention target
- Account Health & Client Advocacy
- Own the account health scorecard across the team's entire portfolio open tickets, PS delivery status, Customer Helath Score/NPS trends and relationship risk.
- Act as the executive escalation point for at-risk accounts and major client issues, ensuring resolution and client confidence.
- Ensure NPS and Customer Health scores improve year-on-year across the portfolio, and that budget cycles and renewal dates are tracked with high coverage.
- Baselining and increasing our referenceability metric
- Participation Rate (active reference participants) – 15% of total customer base
- 100% of critical accounts
- 4 new case studies per annum from existing and new logos (where appropriate and allowed)
- Cross-Functional Governance
- Represent Account Management in the Enhancement Review Board (ERB) process, managing customer enhancement requests through to a decision and communicating outcomes back to clients.
- Partner with the Head of Support, Head of Delivery/PS, CRO, CPO and CTO to unblock resource, prioritisation and product issues affecting the portfolio.
- Own CRM & Jira hygiene standards for the team with a docus on renewal forecasts, expansion pipeline, and account health data kept accurate and current.
Requirements
What We are Looking For
Experience
- Proven track record leading and scaling an Account Management or Customer Success team, ideally in B2B Saa S or fintech.
- Experience in driving high % NRR and GRR
- A background as a high-performing individual-contributor Account Manager before moving into leadership. Comfortable operating as a genuine player-coach.
- Experience owning quota — both team and individual in a commercially accountable role.
- Experience running structured pipeline qualification and sales handoff processes.
- Background in financial services, lending or financial technology is a strong advantage.
- Comfortable operating in a global organisation with clients and colleagues across multiple time zones.
Skills & Capabilities
- People leader: hires, coaches and develops Account Managers into high performers.
- Commercially sharp: fluent in ARR, quota, forecasting and how account management drives revenue outcomes.
- Structured: brings rigor and consistency to pipeline qualification and handoff processes.
- Relationship builder: operates credibly from operations teams to C-suite, personally and through the team.
- Proactive: identifies portfolio-wide risks and opportunities ahead of time, not after the fact.
- Clear communicator: reports team and portfolio performance credibly to executive stakeholders.
- Personal Attributes
- Leads by example: still visibly "in the room" with clients as a player-coach, not just managing from a distance.
- Accountability: owns team outcomes, not just team activities.
- Collaborative: partners effectively across Support, Delivery, Product and Sales without needing to own those functions.
- Resilient and calm under pressure, particularly across multiple simultaneous escalations.
- Genuinely invested in developing people, not just managing their output.
Benefits
- What You Can Expect from Lendscape
- A clearly defined remit with real ownership of the Account Management function and how it operates.
- A senior leadership team that values operational excellence and client outcomes.
- The mandate to shape the AM playbook, process and team structure as the function scales.
- Close collaboration with Product and Technology. Your team's client feedback shapes what gets built.
- A growing, ambitious company with real career development opportunities as we scale.
- Competitive salary and benefits package, with performance-based incentives linked to team quota, retention and portfolio growth.
Director of Account Management in London employer: Lendscape
Lendscape is an exceptional employer that fosters a culture of collaboration and growth, particularly for the Director of Account Management role. With a commitment to operational excellence and client outcomes, employees enjoy clear ownership of their functions, competitive salaries, and performance-based incentives. The company prioritises career development and offers a supportive environment where team feedback directly influences product development, making it an ideal place for those seeking meaningful and rewarding employment in the fintech sector.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Account Management in London
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Lendscape. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Director of Account Management in London
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Lendscape.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Lendscape's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Lendscape
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Lendscape.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Lendscape will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Lendscape employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
