Head of Customer Account Management

Summary

Swapcard is hiring a Head of Customer Account Management to lead the CAM teams across North America and EMEA and deliver a +20% growth target on its installed base of event organisers. The role covers account-based planning, churn and renewal management, coaching on live calls, and enablement, and is fully remote from Canada.

What you will do

• Lead the CAM teams across North America and EMEA through Strategic Account Managers and Team Leads
• Own and deliver the +20% installed-base growth target through an account-based plan
• Build early-warning processes to prevent churn and downsell and manage renewals
• Coach CAMs on discovery calls and run the enablement programme
• Align Marketing, Revenue Ops, Solution Design and Product, and feed account insight into the roadmap

Requirements

• 7 to 10+ years in account management, customer success or commercial roles
• At least 3 years managing managers or a distributed team
• Experience growing an existing SaaS customer base through qualification, cadence and expansion pipeline
• Experience leading an account-based strategy with Marketing alongside
• Fluent English; French is a plus