About us
Force24 is one of the fastest-growing marketing automation platforms in the UK, helping ambitious marketing teams drive smarter engagement, stronger ROI and measurable business growth. As we continue to scale, we are looking for an experienced Account Director to join our Customer Success team at an exciting stage in our journey. This is a pivotal role focused on ensuring our customers succeed, stay and grow with us.
About the role
As Account Director, you will manage a portfolio of strategic key accounts, acting as the primary point of contact and trusted advisor for your clients.
Your core objective is to ensure customers achieve their business and marketing goals using the Force24 platform, driving adoption, increasing value realisation, strengthening engagement and securing long-term retention.
You will lead all business reviews, proactively identify ARR expansion and project-based growth opportunities, and oversee the successful delivery of initiatives across your accounts. You will act as the voice and advocate of your clients internally, ensuring their objectives are clearly represented and aligned with internal teams.
This role requires a balance of customer-centric thinking and commercial development, ensuring clients are advocates, achieving measurable value, and investing further in solutions that support their continued success.
Key Responsibilities
Customer Success & Retention
* Manage a portfolio of strategic key accounts, proactively reviewing engagement, adoption, commercial performance and overall account health.
* Build strong, trusted relationships with key stakeholders, positioning yourself as a strategic partner rather than a supplier.
* Ensure clients are achieving their business and marketing goals through effective use of the platform.
* Identify early signs of risk and work collaboratively to mitigate churn and minimise notices.
* Drive platform adoption and value realisation to increase ROI and long-term retention.
Business Reviews & Strategic Planning
* Lead all Quarterly Business Reviews (QBRs) and strategic planning sessions.
* Present performance insights, value delivered, commercial opportunities and forward-looking recommendations.
* Develop structured account growth plans aligned to client objectives.
* Ensure clear documentation of actions, opportunities and strategic next steps.
Commercial Growth
* Lead all commercial conversations relating to ARR expansion and once-off project opportunities across your portfolio.
* Proactively identify growth opportunities aligned to your clients’ evolving business and marketing objectives.
* Develop and present new agreement package options where appropriate, ensuring commercial structures reflect client needs and strategic goals.
* Build strong, value-based cases for investment, clearly demonstrating ROI and future impact.
* Collaborate with the Customer Success Lead on significant commercial opportunities and strategic account growth plans.
Client Advocacy & Project Oversight
* Act as the main point of contact for your clients, ensuring a seamless and proactive experience.
* Oversee all projects and deliverables across your accounts, ensuring alignment with client objectives and timelines.
* Lead internal discussions and provide clear, structured briefs to Project Management and delivery teams.
* Act as the voice of the customer internally, advocating for their needs and influencing product and process improvements.
* Escalate significant risks or major commercial opportunities to the Customer Success Lead where appropriate.
Collaboration & Continuous Improvement
* Work closely with Customer Success Managers, Project Management, Training, Support and Product teams to ensure exceptional delivery.
* Contribute insights that enhance customer engagement strategies and overall retention efforts.
* Support a collaborative culture within the Customer Success team, sharing best practice and commercial insight.
What You’ll Bring
* 5+ years’ experience in a Senior Customer Success, Senior Account Management or similar client-facing role within SaaS, Technology or Digital Marketing.
* Strong understanding of CRM, Marketing Automation, Data, Integration and Web Tracking.
* Experience managing enterprise or blue-chip clients with complex stakeholder environments.
* A genuinely customer-centric approach combined with strong commercial awareness.
* Proven ability to lead ARR expansion and project-based commercial conversations.
* Confident leading strategic discussions and business reviews at senior stakeholder level.
* Excellent communication skills with a consultative, insight-led approach.
* Strong organisational skills and ability to manage multiple high-value accounts effectively.
* UK resident with unrestricted right to work in the UK.
This role is based from our Leeds office, with flexible working available. The salary for this role is competitive, ranging from £45k-£60k negotiable depending on experience.