Director, Account Management
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Job Description
Director of Account Management for smart kitchen platform Fresco, defining long-term value-driven partnerships with customers. Responsible for account management strategy, retention, and growth of enterprise accounts.
Responsibilities:
- Own the commercial relationship for key strategic and enterprise-level customers, acting as their trusted advisor and ensuring they achieve measurable ROI.
- Drive renewal, expansion, and advocacy within your portfolio; proactively identify and execute upsell and cross-sell opportunities in collaboration with the CCO.
- Build scalable account management processes, playbooks, and KPIs that can be replicated across the team as we grow.
- Partner closely with Product, Delivery and Marketing to ensure customer feedback informs roadmap priorities and go-to-market campaigns.
- Recruit, train, and mentor Account Managers, fostering a high-performance culture centered on customer impact and commercial excellence.
- Develop account health tracking systems, renewal forecasts, and executive dashboards to ensure clear visibility into customer sentiment and business performance.
- Lead Quarterly Business Reviews (QBRs) and strategic planning sessions with C-level customer stakeholders.
Requirements:
- 10+ years in Account Management, Customer Success, or Client Services roles within B2B SaaS or technology environments, including at least 3 years in a leadership role.
- Proven success driving revenue retention and expansion across complex, high-value customer portfolios.
- Experience building and scaling account management or customer success teams, including process creation and team development.
- Strong commercial acumen — skilled in consultative selling, negotiation and renewal management.
- Excellent stakeholder management skills, capable of influencing internal and external decision-makers.
- Analytical mindset with experience developing reporting frameworks for customer health and satisfaction.
- Thrives in high-growth, fast-moving environments where adaptability and initiative are key.
- Highly collaborative with strong leadership presence and a bias toward action.
- Fluency in English required; additional European languages a plus.
Benefits:
- Competitive, market driven compensation
- Meaningful share options as part of our Employee Share Option Scheme
- A flexible, hybrid or remote work model to suit your needs
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