About this role
Job title: Head/Manager of Account Management - Portuguese Market
About the Role
We are seeking a hands-on Head/Manager of Account Management to lead our Portuguese market as part of the Customer Experience organization. You will own the retention, expansion, and customer success strategy for this key market, combining strategic leadership with strong operational execution. You will stay close to day-to-day operations, support your team through complex customer situations, and drive continuous improvements across customer experience, retention, and revenue growth.
We are looking for a player-coach who enjoys working closely with Account Managers, solving customer challenges, analyzing performance data, and turning insights into action.
What You'll Do
- Own customer retention, renewal, and expansion targets for the Portuguese market.
- Develop and execute initiatives to increase customer lifetime value and reduce churn.
- Monitor team performance and ensure KPIs are consistently achieved.
- Lead and Develop a High-Performing Team: recruit, onboard, and develop top Account Management talent.
- Coach Account Managers through complex customer situations, negotiations, and escalations.
- Foster a high-performance culture focused on accountability, customer outcomes, and continuous improvement.
- Conduct regular performance reviews and provide actionable feedback.
- Own Operational Excellence: stay close to the day-to-day operation and proactively identify opportunities for improvements.
What We're Looking For
- Experience leading and coaching Account Management teams, preferably in a customer success context.
- Strong track record in customer retention, renewal, expansion, and revenue growth for a defined market (Portuguese market).
- Hands-on, results-oriented leader who stays close to day-to-day operations and can manage complex customer situations.
- Data-driven with the ability to analyze performance data and translate insights into action.
- Excellent communication and negotiation skills; comfortable with escalations and cross-functional collaboration.
- Ability to work effectively with the Customer Experience organization and across teams to drive outcomes.
- Commitment to accountability and continuous improvement.