About the role
As the Enterprise Account Management Team Lead, you’ll be responsible for leading a team of Account Managers who manage our Enterprise customer base. You’ll balance people leadership with hands‑on account management, coaching your team to deliver world‑class customer experiences, retain and grow Enterprise accounts, and drive measurable business outcomes.
What you’ll be doing – team management
- Lead, mentor, and develop a high‑performing team of Enterprise Account Managers.
- Drive team performance to achieve renewal, retention, and expansion targets.
- Guide your team in developing and executing account plans that promote long‑term customer success and revenue growth.
- Conduct regular team meetings, deal reviews, and 1:1 coaching sessions to ensure alignment and accountability.
- Work cross‑functionally with Sales, Services, Product, and Marketing to enhance the customer journey and operational processes.
- Analyse account health, identify risk indicators, and implement proactive strategies to mitigate churn.
- Report on team KPIs and business metrics, providing insights and recommendations to senior leadership.
- Contribute to process improvements, playbook development, and scalable strategies for managing mid‑market accounts.
What you’ll be doing – account management
- Manage a select portfolio of strategic accounts to model best‑in‑class customer engagement.
- Build and execute Customer Success Plans (CSPs) with clear outcomes, milestones, stakeholders and value hypotheses.
- Quantify, track and communicate value realisation (ROI/business impact), preparing and presenting goals, KPIs and commercial narratives to executive sponsors and C‑suite stakeholders.
- Develop a deep understanding of each customer’s priorities, operating model, systems landscape, and roadmap, using this to shape account strategy and unlock expansion.
- Run proactive account governance (e.g., EBRs/QBRs), ensuring adoption, stakeholder engagement and action plans stay on track.
- Monitor customer health and engagement to identify risk early, lead retention plans, and mobilise internal teams to protect and grow revenue.
- Identify, qualify and progress upsell/cross‑sell opportunities, building business cases, aligning stakeholders, and partnering with AEs/founders where needed to close.
- Lead renewals end‑to‑end: timeline management, commercial negotiation support, stakeholder alignment, and forecasting accuracy.
- Triage technical and non‑technical issues with urgency and strong judgement, coordinating the right internal resources while keeping customers informed and confident.
- Be the voice of the customer internally: capture product feedback, influence prioritisation with evidence, and manage expectations on deliverables and timelines.
- Stay close to market trends and the competitive landscape, contributing to strategic initiatives that improve our commercial approach and customer outcomes.
What you’ll bring
- 5+ years of experience in Account Management in a B2B SaaS or technology‑driven company.
- Minimum of 1‑2 years of experience leading a team.
- A proven record of achieving or surpassing renewal and expansion targets.
- Exceptional communication, coaching, and relationship‑building skills.
- Strong analytical and problem‑solving abilities; comfortable working with data to guide decisions.
- Experience using HubSpot CRM is highly desirable.
- Must have experience with MEDDIC.
- A proactive, collaborative approach and the ability to influence cross‑functional teams.
- Passion for developing people, improving processes, and delivering exceptional customer value.
What we offer in return
- Competitive salary depending on experience plus commission
- 27 days of annual leave (including 3 days Christmas closing) which increases up to 3 days based on tenure, with the option to roll over, buy or sell up to 3 days
- Hybrid working with two days a week from our dog‑friendly Hoxton office
- On‑site gym and cycle to work scheme
- Employee discount at over 100 retailers
- Comprehensive private medical & dental cover with Vitality
- Enhanced parental leave pay
- Learning & development culture – £1,000 personal annual budget
- We’re carbon‑neutral and are working towards ambitious carbon reduction goals
- Lots of team socials & activities
- Annual team retreat
We believe that people from diverse backgrounds, with different identities and experiences make our company and product better. No matter your background, we'd love to hear from you! And if you have a disability, please let us know if there's any way we can make the interview process better for you - we're happy to accommodate!
This is a full‑time position, with standard working hours from 9:00 AM to 6:00 PM, Monday through Friday.
