Director of Account Management

Director of Account Management

Leeds, England Onsite

Confidential Opportunity

We are partnering with a fast-growing software organisation to appoint an experienced and commercially driven Director of Account Management to lead and scale a high-performing customer revenue function across the UK region.

This is a strategic leadership role for a customer-focused commercial leader with a proven background in SaaS, retention strategy, and revenue growth. The successful candidate will lead a team of Account Management leaders and professionals, driving customer retention, Net Revenue Retention (NRR), expansion revenue, and long-term customer success outcomes.

The role combines executive-level strategic leadership with a hands-on, player-coach approach — ideal for someone who thrives on building high-performing teams while remaining actively engaged with key customers and commercial initiatives.

The Opportunity

As Director of Account Management, you will own the regional strategy for customer retention and growth, ensuring customers realise measurable long-term value from the company’s software solutions. You will play a key role within the Senior Leadership Team, influencing cross-functional decision-making and helping shape the future direction of the business.

This is an excellent opportunity to join a scaling technology business where customer experience, operational excellence, and innovation are central to continued growth.

Key Responsibilities

Leadership & Commercial Strategy

• Develop and execute the regional Account Management strategy aligned to business objectives for retention, customer growth, and revenue expansion.
• Own regional performance against key commercial metrics including NRR, gross churn reduction, cross-sell, and upsell revenue.
• Establish robust operating rhythms including forecasting, quarterly business reviews, performance management, and executive reporting.
• Contribute as a senior leader within the SLT, supporting company-wide planning and strategic initiatives.

Customer Retention & Growth

• Drive customer retention and expansion through proactive account planning and value-led engagement strategies.
• Partner closely with Sales, Customer Success, and specialist teams to identify and deliver revenue growth opportunities.
• Ensure consistent execution of cross-sell and upsell initiatives across strategic customer accounts.
• Create scalable frameworks that strengthen long-term customer relationships and maximise lifetime value.

Team Leadership & Development

• Lead, mentor, and develop a high-performing Account Management organisation, including managers and future senior leaders.
• Build a culture of accountability, collaboration, and continuous improvement.
• Set clear KPIs and performance expectations across customer engagement, pipeline health, retention, and revenue outcomes.
• Support recruitment, onboarding, and ongoing development of top commercial talent.

Executive Customer Engagement

• Maintain executive relationships with key strategic customers and support high-value commercial conversations.
• Act as the senior escalation point for critical customer matters within the region.
• Champion customer feedback internally to influence product development, customer experience, and operational improvements.
• Model best-in-class customer engagement and account management practices.

Operational Excellence & Innovation

• Continuously improve Account Management processes, systems, and best practices.
• Leverage CRM platforms, analytics, AI tools, and automation to improve customer insight, team performance, and operational efficiency.
• Drive adoption of AI-enabled workflows and technology-forward approaches across the function.
• Use data-driven insights to identify risks, opportunities, and areas for continuous improvement.

We are looking for a commercially minded leader with significant experience in Account Management, Customer Success, or customer revenue leadership within a SaaS or technology environment.

You will bring:

• Extensive experience leading Account Management or customer revenue teams at Director, Head of, or equivalent senior leadership level.
• A strong track record of delivering customer retention, NRR, expansion revenue, and growth targets.
• Exceptional leadership capabilities with experience scaling and developing high-performing teams.
• Strong executive stakeholder management and customer relationship skills.
• A strategic mindset combined with a hands-on leadership style.
• Strong analytical and operational skills, including experience with CRM platforms such as Salesforce.
• Experience leveraging AI-powered tools and technology to improve productivity, customer engagement, and decision-making.
• Excellent communication, collaboration, and influencing skills.
• A genuine interest in technology, software products, and customer-led growth.

Why Apply?

• Opportunity to shape and lead a critical commercial function within a scaling software business.
• High-impact leadership role with strong executive visibility.
• Collaborative, growth-focused culture.
• Competitive salary and benefits package.
• Hybrid working environment based in Leeds.

To apply or learn more about this confidential opportunity, please submit your CV for consideration.