Travel: Occasional UK travel required, Must be located a maximum of 1.5 hour from Swansea.
Purpose of the Role
The Head of Group Account Management (HGAM) will lead and develop a high-performing account management function focused on customer retention, growth through upselling, and cross-selling software and conveyancing services.
This role is pivotal to achieving our commercial goals by building strong client relationships, identifying opportunities, and ensuring high levels of customer satisfaction across all account types.
Key Responsibilities
* This role involves leading, mentoring, and managing a hybrid team of field-based and office-based account managers, fostering a collaborative and aligned culture focused on delivering customer value.
* The successful candidate will set and monitor KPIs for retention, upselling, and engagement, ensuring all team members contribute to overarching business goals. They will also be responsible for overseeing the strategic segmentation of the account portfolio—tailoring engagement approaches for key, active, and passive accounts, with clear plans in place for both retention and revenue growth.
Commercial Growth & Client Success
* The position requires a strong commercial focus, with responsibility for driving upsell opportunities in both software and conveyancing services. This includes identifying client needs, supporting account managers in solution-based selling, and collaborating with product, sales, and marketing teams to align initiatives with growth objectives.
* Equally important is overseeing customer success through proactive retention strategies, client health scoring, onboarding, and ensuring feedback loops help shape future product and service enhancements.
* A data-driven approach is essential, with regular reporting on performance metrics such as retention, upsell, and account activity expected. The role leverages CRM tools (e.g., Zoho) to support accurate forecasting and insight-led decision making.
* Cross-functional collaboration is key—working closely with internal teams across sales, support, product, and onboarding to ensure a seamless customer journey and contributing insights to inform pricing, packaging, and go-to-market strategies.
Requirements
* Proven experience in a senior account management or customer success leadership role.
* Strong commercial acumen, with a track record of upselling and retaining clients.
* Experience managing hybrid teams (field and office based).
* Ability to travel occasionally to meet key clients and attend strategic meetings.
* Excellent interpersonal, leadership, and communication skills.
Why Join Us?
* Opportunity to shape a high-impact, customer-facing function at a pivotal time in our growth.
* Competitive salary with uncapped commission earning potential based on retention and upsell targets.
* Collaborative, entrepreneurial environment where your ideas drive change.
Next Steps
If you’re passionate about customer success, motivated by growth, and ready to lead a team that makes a tangible difference to our clients and bottom line — we want to hear from you.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Sales and Customer Service
Legal Services and IT System Custom Software Development
#J-18808-Ljbffr