Head of Account Management

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead, mentor, and develop the team of Account Directors.

• Oversee the commercial performance of Thrive's current mid-market and UK customer base.

• Manage NRR, GRR, renewals, and expansion revenue within the mid-market customer segment.

• Maintain an accurate forecast of customer revenue, ensuring visibility of renewals, expansion opportunities, and risks.

• Ensure that each account has a well-defined retention, growth, and stakeholder strategy.

• Guide Account Directors on pricing strategies, negotiation tactics, upselling, and multi-year renewal processes.

• Proactively identify churn and revenue risks, and implement action plans with accountability.

• Foster a culture of expansion centered around product adoption, new use cases, and involving broader stakeholder groups.

• Utilize customer data, product adoption metrics, and account insights to evaluate account health and pinpoint growth opportunities.

• Advocate for customer satisfaction, responding to feedback, challenges, and escalations effectively.

• Manage key customer escalations, renewals, and commercial negotiations that require senior leadership involvement.

• Collaborate with Learning Impact, Product, Marketing, Content Platform Admin, and Support teams to enhance customer outcomes.

• Take ownership of Account Director performance and development through setting targets, coaching, and conducting deal/performance reviews.

⛳️ Requirements

• Demonstrated experience leading a high-performing Account Management or Customer Growth team in the SaaS industry.

• Proven history of achieving revenue retention and expansion goals.

• In-depth knowledge of NRR, GRR, churn rates, renewals, and the economics of SaaS customers.

• Outstanding commercial coaching and leadership skills.

• Experience in managing complex enterprise renewals and negotiations.

• Strong forecasting discipline with the ability to manage a significant recurring revenue portfolio.

• Excellent skills in managing executive-level stakeholders.

• Ambitious in a commercial sense while maintaining a strong customer-centric focus.

• Proficient in utilizing data to identify risks, opportunities, and performance gaps.

• Comfortable holding team members accountable and elevating performance standards.

• Capable of collaborating across functions to align teams around customer and revenue priorities.

• Experience in LMS, LXP, HR technology, or B2B SaaS is desirable.

• Experience managing global enterprise customers is a plus.

• Experience in building or scaling an Account Management function during rapid growth is advantageous.

• Experience working with multi-million-pound enterprise accounts is preferred.

🏝️ Benefits

• Unlimited holiday to promote work-life balance.

• Thrivedays—a shorter workday every Friday (10:00–15:00) without internal meetings.

• Flexible working hours within core hours (10:00–16:00).

• Birthday and Christmas off, including a festive shutdown between Christmas and New Year.

• Work from anywhere—fully remote-friendly (4 weeks per year).

• Health cash back plan through Health Shield.

• Employee Assistance Program offering confidential support.

• Financial support program available via Maji.

• Salary sacrifice pension scheme.

• Death in service benefit (4x annual salary).

• Green car scheme available through salary sacrifice.

• Cycle to Work Scheme—save up to 42% on a new bike.

• Perks at Work—30,000+ national and local employee discounts through CharlieHR and Health Shield.