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Head of Account Management

United Kingdom 60000.00 GBP / Year · Job Posted April 12, 2026
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Job Description

We are looking for a strategic Head of Account Management to lead our Customer Success team and establish a high-performing account management function. While you will initially manage our CSMs, your core mission is to bring professional account management discipline to the business. You will be responsible for ensuring long-term retention and, crucially, identifying and securing expansion opportunities within our existing enterprise client base. We need a leader who can transition the team from a reactive support mindset to a proactive, commercially-led partnership model.

Job Responsibility

  • Drive Retention and Expansion: Take full accountability for the commercial health of our client base
  • Lead Complex Commercial Negotiations: Take the lead on high-value contract renewals and expansion discussions
  • Implement Structured Account Planning: Move the team away from "fire-fighting" by creating strategic account plans for our top-tier clients
  • Oversee QBR Excellence: Standardise the Quarterly Business Review (QBR) process
  • Manage and Mentor the CSM Team: Provide direct leadership to the Customer Success Managers
  • Ensure Delivery Excellence: Monitor customer health scores and platform usage data to identify risks early
  • Drive Scalable Efficiency: You will constantly look for ways to automate repetitive tasks within the account management lifecycle
  • Leverage AI and Modern Tooling: Identify and implement AI-driven tools to assist with client reporting, sentiment analysis, or meeting summaries
  • Optimise the Tech Stack: Review and refine how we use HubSpot and other CS tools
  • Inform Product Strategy: Act as a critical feedback loop, translating client requirements and market trends into actionable insights for the Product team
  • Collaborate with Marketing: Partner with the marketing team to turn client success stories into powerful case studies and sales enablement tools
  • Market Intelligence: Keep a pulse on the industry, translating competitor movements and market shifts into commercial strategies that protect and grow our market share

Requirements

  • Senior SaaS Account Management: Extensive experience in a senior account management or customer success leadership role, specifically within a B2B SaaS environment
  • Enterprise Expertise: A 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: You are comfortable leading high-stakes commercial conversations, including renewals, contract negotiations, and identifying expansion revenue
  • Operational Discipline: You are highly organised and process-driven
  • you have experience using CRMs (like HubSpot) to manage pipelines and report on performance
  • Consultative Discovery: You possess a "discovery-first" mindset, using deep questioning to uncover client needs and business pain points
  • Automation & AI Enthusiast: You have a proven track record of (or a deep passion for) using automation and AI tools to create efficiencies. You don't view headcount as the primary solution to capacity problems

Nice to have

  • Scale-up Experience: Experience working in a high-growth environment where you have helped build or refine structure as the company evolves
  • Technical Curiosity: A natural inclination to understand "how it works," allowing you to translate 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

What we offer

  • 4-day workweek: Uniqodo has been one of the first companies in the UK to adopt a company-wide 4-day workweek without a salary reduction and without employees working overtime or extra hours
  • Salary: £60k plus performance bonus
  • 25 days' holiday per year
  • Pension scheme: a company-wide contributory pension scheme
  • Market-beating protection: We care about looking after our team. You will receive death-in-service insurance and access to not one but two private healthcare schemes that include health, dental, mental wellbeing support and more
  • Regular social events: We’re a sociable bunch! Expect quarterly socials that range from escape rooms to sports days to arcades
  • Flexible working hours: We believe that excellent performance is more important than clock-watching
  • therefore, we give our team the flexibility they need around their core hours
  • Remote working flexibility: We currently work remotely, and we have the opportunity to meet face-to-face when necessary
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