Head of Account Management
Uniqodo is a fast‑growing SaaS Promotion Experience platform helping e‑commerce businesses achieve marketing goals across the customer journey.
We offer a 4‑day workweek (no salary reduction), 25 days’ holiday, and contributory pension. We are a zero‑discrimination workplace.
Salary: £60k + performance bonus.
The Purpose of this Role
Strategic leader to establish a high‑performing account management function, manage CSMs, and transition the team from reactive support to a proactive, commercially‑led partnership model. Mission: ensure long‑term retention and secure expansion opportunities within our enterprise client base.
Responsibilities
Account Management & Strategic Growth
- Drive Retention and Expansion: Take accountability for commercial health by identifying upsell and cross‑sell opportunities to drive net revenue retention.
- Lead Complex Commercial Negotiations: Lead high‑value renewals and navigate complex enterprise stakeholder environments.
- Implement Structured Account Planning: Create strategic plans for top‑tier clients to move beyond “fire‑fighting” and deliver ongoing value.
- Oversee QBR Excellence: Standardize the QBR process to demonstrate ROI and industry benchmarks.
Leadership & Team Excellence
- Manage and Mentor the CSM Team: Coach CSMs to develop a “commercial ear” while maintaining service excellence.
- Ensure Delivery Excellence: Monitor health scores and data to resolve issues before they impact commercial relationships.
Operational Efficiency & Automation
- Drive Scalable Efficiency: Use tooling and automation to manage a growing book of business without simply adding headcount.
- Leverage AI and Modern Tooling: Identify and implement AI‑driven tools to assist with client reporting, sentiment analysis, or meeting summaries. Lead the charge on how we utilise AI to make the team ten times more effective.
- Optimise the Tech Stack: Refine HubSpot and CS tools to ensure seamless data flow and reduce manual admin.
Cross‑Functional Collaboration
- Product & Marketing: Translate client feedback into product insights and partner with Marketing to create enterprise case studies.
- Market Intelligence: Monitor the industry and market shifts to protect and grow market share.
About You
Required Skills and Experience
- Senior SaaS Account Management: Extensive experience in a senior account management or customer success leadership role within a B2B SaaS environment.
- Enterprise Expertise: Proven track record of managing and growing large‑scale enterprise accounts, ideally within the retail, travel, or marketing technology sectors.
- Leadership & Coaching: Experience managing and developing teams, with a specific ability to transition teams toward commercial and growth‑oriented goals.
- Commercial Gravitas: Comfortable leading high‑stakes commercial conversations, including renewals, contract negotiations, and identifying expansion revenue.
- Operational Discipline: Highly organised and process‑driven; experience using CRMs (like HubSpot) to manage pipelines and report on performance.
- Consultative Discovery: Discovery‑first mindset, using deep questioning to uncover client needs and business pain points.
- Automation & AI Enthusiast: Proven track record or deep passion for using automation and AI tools to create efficiencies. Do not view headcount as the primary solution to capacity problems.
Bonus Skills
- Scale‑up Experience: Experience working in a high‑growth environment where you have helped build or refine structure as the company evolves.
- Technical Curiosity: Natural inclination to understand “how it works,” enabling the translation of technical features into value‑driven benefits for non‑technical stakeholders.
- Functional Design: Experience in designing and splitting out Customer Success and Account Management functions within a growing business.
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