Head of Customer Accounts (KAM / Customer Success Lead)

We are seeking an experienced and strategic Head of Customer Accounts (KAM / Customer Success Lead) to lead and scale our enterprise account management operations.

This role is responsible for managing approximately 40 enterprise customer accounts while leading a team of 4 Account Managers / Customer Success professionals. The ideal candidate will drive operational excellence, customer retention, account expansion, and team development while ensuring customers achieve measurable business outcomes through our solutions.

This is a highly hands-on leadership role. The selected candidate will personally manage a portfolio of key strategic accounts while also building scalable processes, coaching the team, and improving overall account performance across the organization.

The ideal professional combines strong commercial acumen, customer-centric thinking, operational discipline, and leadership capabilities.

Key Responsibilities

Account Management & Revenue Growth

• Manage and oversee approximately 40 enterprise-level customer accounts.
  
• Personally own and manage 5–10 strategic customer accounts.
  
• Build strategic account plans focused on retention, expansion, and customer growth.
  
• Identify upsell, cross-sell, and expansion opportunities.
  
• Own customer renewals and contribute to improving Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
  
• Build long-term relationships with executive-level stakeholders.
  
• Collaborate closely with Sales and internal teams to improve customer outcomes and business growth.
  

Team Leadership & Coaching

• Lead, mentor, and develop a team of 4 Account Managers / Customer Success professionals.
  
• Conduct regular coaching sessions, 1-on-1 meetings, and performance reviews.
  
• Improve execution quality, operational consistency, and strategic thinking across the team.
  
• Foster a proactive and growth-oriented customer management culture.
  

Operational Excellence & Process Development

• Design and implement scalable KAM and Customer Success playbooks.
  
• Standardize onboarding, account review processes, escalation management, and quality control procedures.
  
• Create frameworks for customer usage tracking, expansion signals, and account health monitoring.
  
• Improve operational efficiency and customer management consistency.
  

Customer Success & Strategic Communication

• Lead customers through onboarding, implementation, and go-live processes.
  
• Ensure rapid customer adoption and time-to-value.
  
• Clearly communicate solutions and business impact to executive and operational stakeholders.
  
• Connect customer goals and KPIs to measurable business outcomes.
  

Requirements

Benefits