Overview
Location: Home based with occasional travel to Swansea HQ. Travel: Occasional UK travel required. Preferred candidate to live within 1.5 hours commute 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
* Lead, mentor, and manage a hybrid team of field-based and office-based account managers, fostering a collaborative and value-driven culture.
* Set and monitor KPIs for retention, upselling, and engagement; oversee strategic segmentation of the account portfolio and tailor engagement plans for key, active, and passive accounts with clear retention and revenue growth strategies.
Commercial Growth & Client Success
* Drive upsell opportunities in software and conveyancing services; identify client needs, support solution-based selling, and collaborate with product, sales, and marketing teams to align initiatives with growth objectives.
* Oversee customer success through proactive retention strategies, client health scoring, onboarding, and ensure feedback loops shape future product and service enhancements.
* Maintain a data-driven approach with regular reporting on metrics such as retention, upsell, and account activity; use CRM tools (e.g., Zoho) to support forecasting and insight-led decision making.
* Collaborate with internal teams across sales, support, product, and onboarding to ensure a seamless customer journey and provide 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.
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