The Account Management Lead will provide operational and commercial leadership across Zeraki's Account Management function, leading multiple teams and ensuring that our customers achieve measurable value from Zeraki's products.
The role sits at the intersection of customer success, commercial growth and people leadership. You will lead and develop the Account Management team, strengthen customer retention and expansion, drive commercial performance, and ensure consistent execution of Account Management practices across the business.
As Zeraki continues to scale, this role will be critical in translating business strategy into disciplined execution while building high-performing teams and developing the next generation of commercial leaders. The role is also designed as a key leadership step within Zeraki's Account Management career path, with the opportunity to grow into broader functional leadership as the business scales.
Key Responsibilities
Leadership & Team Development
Lead, coach and develop the Account Management team.
Establish clear performance expectations and accountability across the function.
Conduct regular performance reviews, coaching and talent discussions.
Develop succession plans and build a strong pipeline of future Account Management leaders.
Drive employee engagement and a high-performance culture across the function.
Customer Success & Portfolio Management
Oversee customer success performance across multiple portfolios and teams.
Monitor customer health, retention trends and key customer success metrics.
Lead strategic customer engagements and Executive Business Reviews where required.
Identify customer risks and ensure appropriate mitigation and recovery plans are implemented.
Champion customer-centricity and ensure customers consistently derive value from Zeraki's products.
Commercial Performance & Revenue Growth
Drive customer retention, renewal and expansion performance.
Improve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
Identify and drive expansion, upsell and cross-sell opportunities across customer portfolios.
Partner with Finance to improve collections performance.
Strengthen commercial forecasting and revenue visibility.
Operational Excellence & Governance
Standardize Account Management processes and ways of working across teams.
Ensure strong CRM governance, data quality and reporting discipline.
Improve operational efficiency and consistency across customer portfolios.
Review team and territory allocation to ensure effective resource utilization.
Strategic Escalation & Risk Management
Lead the resolution of high-impact customer escalations.
Coordinate cross-functional teams to resolve complex customer issues.
Identify emerging customer and commercial risks and ensure timely escalation where required.
Cross-Functional Leadership
Partner with Sales on customer handovers, enterprise account planning and expansion opportunities.
Partner with Customer Support on escalations and service-level performance.
Work with Product to translate customer insights into product adoption and improvement opportunities.
Partner with Finance on revenue forecasting, collections and contract administration.
Collaborate with Marketing on customer advocacy, success stories and reference programmes.
Requirements & Qualifications
Education
Bachelor's degree in Business Administration, Commerce, Marketing, Education, Economics, Information Systems or a related discipline.
Experience & Skills
3–5 years of progressive experience in Account Management, Customer Success, Sales, Relationship Management or Commercial Operations.
At least 2 years' experience leading customer-facing teams.
Proven experience managing enterprise or strategic customer portfolios.
A strong track record in customer retention, revenue growth and commercial performance.
Experience working in SaaS, EdTech, Telecommunications, Financial Services or other technology-enabled businesses is highly desirable.
Strong experience using CRM systems and data to drive commercial decisions.
Strong understanding of revenue management, forecasting and commercial performance.
Behavioural: Integrity, Love of Learning, Highest Standards, Deliver Results, Hire & Develop the Best, Manage Through Trust, Empathy, Have Backbone; Disagree & Commit.
