Head of Account Management

This is a remote position.

Our client is a rapidly growing South African fintech business operating at the intersection of payments, education, and digital financial services. Their platform enables seamless payment experiences for schools, parents, and learners while helping institutions modernise how they manage collections and engagement.

As the business continues to scale nationally, they are looking for a commercially strong and relationship-driven National Head of Account Management to lead and evolve their customer growth and retention function.

Job Description:

This is a senior leadership role focused on driving retention, expansion revenue, customer engagement, and operational excellence across a national client portfolio. The successful candidate will play a critical role in ensuring clients continue to see long-term value while building a high-performing account management capability that can scale with the business.

Your daily adventures include:

Account Management & Client Strategy

• Own and execute the national account management strategy across multiple client segments and regions

• Build and maintain trusted relationships with senior stakeholders across key accounts

• Drive client retention, renewals, upselling, and cross-selling opportunities across the existing customer base

• Develop strategic account plans for high-value and enterprise clients

• Act as a senior escalation point for complex or high-priority client matters

Commercial Growth & Revenue Expansion

• Identify and convert growth opportunities within existing accounts into measurable commercial outcomes

• Partner closely with Sales teams to ensure seamless onboarding and account transition processes

• Monitor and optimise account performance against retention, engagement, and revenue targets

• Drive customer expansion initiatives aligned to broader business growth objectives

CRM, Reporting & Operational Excellence

• Own CRM discipline, pipeline visibility, and account data integrity across the function

• Ensure consistent tracking of customer activity, risks, opportunities, and engagement metrics

• Deliver reporting and forecasting insights to leadership teams on account health and commercial performance

• Implement scalable processes and frameworks to improve operational efficiency within the function

Team Leadership & Capability Building

• Lead, mentor, and develop a national account management team

• Establish clear KPIs, accountability measures, and performance standards

• Design and refine team structures as the business scales

• Support talent development, succession planning, and team growth initiatives

Incentives & Performance Management

• Develop and optimise incentive structures aligned to retention, growth, and customer value outcomes

• Use data and performance insights to continuously improve team effectiveness

• Foster a high-performance culture focused on ownership, accountability, and customer success

Cross-Functional Collaboration

• Partner closely with Product, Engineering, Support, and Operations teams to improve customer experience

• Act as the internal voice of the customer while balancing commercial priorities

• Surface customer insights and feedback to help inform product and roadmap decisions

• Ensure strong alignment between Account Management and broader business functions

Requirements

What it takes to succeed:

• Proven experience in Account Management, Customer Success, Relationship Management, or Commercial Growth roles

• Strong track record of managing and growing B2B client portfolios

• Demonstrated experience leading and scaling high-performing teams

• Hands-on experience working with CRM platforms, reporting tools, and pipeline management

• Experience building or managing commercial incentive structures

• Strong commercial acumen with the ability to drive revenue growth through relationship-led engagement