Flourish are recruiting on behalf of our client in Manchester and the North West for a head of customer success and account management. The Business: Our client is a fast-growing SaaS business providing Cloud POS, an end-to-end retail system designed specifically for independent retailers in the Cycle, Equestrian, and Outdoor sectors. Their platform brings together EPOS, Stock Control, Ecommerce, Supplier Data, Payments, Reporting and more—helping retailers streamline operations, improve customer experience, and grow sustainably. The role: They are looking for a Head of Account Management & Customer Success to lead and develop their growing Customer Success function. The team currently consists of 8 colleagues across three sub-departments: Account Management, SEO, and DMS, split over two locations, so experience managing distributed teams is essential. This role is both hands-on and strategic. You will focus on coaching and developing the team while also retaining a small portfolio of accounts to stay close to customer needs. You will translate company goals into clear actions, drive customer outcomes, improve processes, and play a visible role in supporting the adoption of our SaaS platform across the UK and internationally. You will report directly to the Business Development Director and will collaborate closely with teams across the business to strengthen customer relationships, retention, and long-term success. You’ll also sit on the leadership team, helping shape strategic company decisions alongside heads of department. Key responsibilities: Lead, coach, and develop an 8-person Customer Success team Translate company strategy into clear departmental goals and deliverables Oversee Account Management, SEO, and Digital Marketing Campaign performance Manage customer escalations and support the team with complex issues Maintain a small portfolio of accounts to stay connected to customer needs Identify opportunities for upsell, cross-sell, and increased adoption of Cloud POS Monitor KPIs and provide regular reporting Collaborate with other departments to ensure a seamless customer journey Improve processes to maximise efficiency and customer outcomes Demonstrate and promote the core values: curiosity, empathy, creativity, problem-solving, coachability, and commercial thinking Key skills and experience: Proven management experience—must be able to coach, develop, and motivate a team Experience managing teams across multiple locations Ideally experienced in SaaS, retail technology, or digital services Strong background in Customer Success, Account Management, or similar client-facing role Commercial awareness with a track record in retention and revenue growth Excellent communication, problem-solving, and stakeholder management skills Analytical and data-driven, with the ability to act on insights Able to balance operational work with strategic leadership Willing and able to travel internationally when required Success measures y ou will be assessed against: Customer retention and satisfaction Revenue growth through upsell and cross-sell SEO and Shopping Campaign performance Team development and engagement Achievement of company objectives through Customer Success Growth of international customer revenues (USA, Canada, Australia, Ireland, Europe)