Director, Account Management

Responsibilities

• Collaborate with the CCO in the development and implementation of the Account Management (AM) strategy to drive revenue, improve customer experience and reduce churn and cancellation.
• Determine the team's goals and plan how to improve operations, to ensure Company goals are achieved.
• Develop and execute strategies to maximise the value customers get from the platform.
• Drive revenue growth and retention of customers.
• Analyse customer (and other) data to monitor team performance and measure the effectiveness of the AM strategy .
• Support, grow and develop AM leaders, monitor their success, and provide highly effective line management.
• Recruit, induct and onboard new members of the AM team.
• Encourage and lead collaboration between teams and provide constructive feedback on churn and cancellation reasons.
• Be a customer champion, ensuring their views are represented in the company and are used to drive continual improvement measures that increase customer satisfaction.
• Work with others to define (and continuously refine) AM best practices and process across the global team.
• Lead by example, by taking a hands-on approach with customers, demonstrating what best-in-class looks like both in terms of operational effectiveness and client communication.

Requirements

• Solid xperience within Account Management, Customer Success or commercial customer-facing functions, alongside senior leadership experience (for example as a Head of or Director of Customer Success / Account Management), ideally within a high-growth SaaS environment.
• Proven experience leading, scaling and developing high-performing quota-carrying Account Management or Customer Success teams, with a strong track record of driving upsell, cross-sell, renewals, and revenue growth across existing customer accounts.
• A strategic and commercially minded leader with the ability to translate business insight into impactful customer and growth strategies.
• Demonstrable success in owning and delivering against commercial targets, driving customer retention, expansion and long-term account growth.
• Exceptional leadership and people management skills, with experience building engaged, collaborative and high-performing teams.
• Ability to foster a strong and positive team culture through effective coaching, regular 1-1s, transparent communication and a proactive approach to problem-solving and team development.
• Outstanding customer relationship management skills, with the ability to build trusted, profitable and long-lasting partnerships with senior and executive stakeholders.
• Strong interpersonal and influencing skills, including emotional intelligence, empathy, negotiation, diplomacy and confident conflict resolution.
• A customer-centric mindset balanced with a passion for commercial success, revenue generation and business growth.
• Highly analytical and process-driven, with the ability to use data and insights to inform decision-making and improve team performance.
• Tech-savvy with a genuine passion for software, technology and delivering value through products and solutions.
• What We Can Offer You
• A generous annual leave entitlement plus a personal leave entitlement
• Private Health Insurance
• Employee Assistance Programme (24/7 confidential support on relationships, bereavement, finances)
• Life Insurance
• Company pension scheme, with an uncapped 5% employer contribution
• Generous Parental Leave Program
• Paid Volunteer Leave Days
• Public Holiday Exchange Scheme
• Talent Referral Programme - get rewarded for referring a friend to join our team!
• Cyclescheme, a salary sacrifice to treat yourself to a bike & equipment
• Home & Tech Scheme, a salary sacrifice to treat yourself to some new tech
• A discounts and cash back scheme
• Casual dress and relaxed office environment
• Opportunities for career progression and development
• Diverse training & internal networking opportunities across all of our product lines
• Service recognition awards
• Click here to find out more about working at Simpro Group!
• Our Core Values
• We Are One Team
• We Are Customer Centric
• We Are Growth Minded
• We Are Accountable
• We Celebrate Success
• Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. This means that we want everyone to feel w

Benefits

Additional Information

Job Context The Director of Account Management will lead and shape the overall Account Management strategy, driving customer retention, growth and long-term partnership success. This role is focused on building a high-performing team that delivers exceptional customer experiences, maximises product adoption and value, and strengthens relationships across our customer base. As a strategic leader and coach, you will empower the team to proactively manage customer relationships, identify opportunities for optimisation and expansion, and ensure customers achieve meaningful outcomes through our solutions. Location: Leeds (LS15), on-site 5-days a week.

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