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

Bachelor’s degree preferred in Business, Marketing, Communications, HR, or related field

3–5 years of experience in Customer Success, Key Account Management, or Enterprise SaaS environments

Proven experience managing enterprise customer accounts and driving expansion revenue

Previous team leadership and coaching experience

Strong understanding of SaaS business models and customer lifecycle management

Excellent verbal and written communication skills in English

Strong organizational, analytical, and problem-solving skills

Experience creating scalable processes and operational frameworks

Ability to manage multiple high-level accounts simultaneously

Strategic mindset with strong customer relationship management skills

Experience working with CRM and customer success tools

Benefits

Competitive monthly salary

Remote work opportunity

Professional growth and leadership development opportunities

Exposure to enterprise-level clients and strategic projects

Collaborative and fast-paced work environment

Opportunity to build and scale a high-impact customer success function

Career advancement opportunities within a growing SaaS organization

Dynamic and innovative company culture

Paid time off and company holidays

Performance-driven and results-oriented environment