Head of Customer Account Management

New

SwapcardSaaS events

Remote Canada / London, across time zones, ideally between North America and EuropeFull-TimeManager

Salary not disclosed

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Job Details

Languages: Fluent English. French is a plus, not a requirement.
Experience: 7 to 10+ years in account management, customer success or commercial roles, including at least 3 managing managers or a distributed team.
Required Skills: Customer SuccessCoachingAccount ManagementCRM

Bring 7 to 10+ years of experience in account management, customer success, or commercial roles.
Have at least 3 years managing managers or a distributed team.
Have delivered growth within an existing SaaS customer base through qualification, cadence, forecasting, and expansion pipeline.
Have led, structured, and implemented an account-based strategy for a SaaS business in partnership with Marketing.
Have experience with long sales cycles and multiple business units within an account, using top-down and bottom-up selling.
Have personally managed an account portfolio and coached people through live customer interactions.
Have managed managers and distributed teams across time zones; experience across North America and Europe is preferred.
Be analytically strong, fluent in portfolio-level data, CRM, and complex spreadsheets, and highly organized.
Be direct in customer conversations and composed in a fast-moving commercial environment.
Communicate credibly and partner across functions.
Be fluent in English; French is a plus, not a requirement.

Lead Customer Account Manager teams across North America and EMEA through Strategic Account Managers and Team Leads.
Own the +20% growth target and build account-based plans for accounts, events, and modules.
Build early-warning practices to prevent churn and downsell, and manage renewals proactively.
Set qualification standards, forecast criteria, and processes for keeping opportunity data current.
Join discovery calls, coach CAMs, and debrief calls with them.
Own KPIs and the weekly operating rhythm, including activity, contact creation, qualification progress, outreach, and forecast.
Build and run the enablement programme and certify the team on real accounts.
Align Marketing, Revenue Ops, Sales Enablement, Solution Design, and Product around the account-based motion.
Partner with Marketing on account-based campaigns, account selection, personas, and sequencing.
Bring evidence-based account insights to Product and maintain trustworthy account context, classification, and CRM data.

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