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 You 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)
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