Head of Customer Account Management

Overview

Are you a strategic commercial leader who thrives on building high-performing teams and driving measurable revenue growth? Do you get energised by transforming customer relationships into long-term strategic partnerships?

We're looking for an exceptional Head of Customer Account Management to lead our CAM team through an exciting period of transformation. You'll be instrumental in implementing the systems, processes, and building team culture that protect and grow our customer base while establishing FISCAL as the indispensable partner our customers can't live without.

This isn't just about managing renewals – it's about architecting the commercial operation. You'll have the autonomy to shape strategy, the budget to enable success, and the executive support to make bold decisions.

Strategic Impact

You'll own the commercial strategy for our entire customer base. Your decisions will directly shape our growth trajectory, and your voice will matter. This is a genuine strategic role, not just team management.

With identified expansion opportunities and clear pathways to growth, you'll be working with a proven product in an established market – but with the excitement and agility of building something transformative.

Strategic Impact

You'll own the commercial strategy for our entire customer base. Your decisions will directly shape our growth trajectory, and your voice will matter. This is a genuine strategic role, not just team management.

With identified expansion opportunities and clear pathways to growth, you'll be working with a proven product in an established market – but with the excitement and agility of building something transformative.

• Transform engagement from reactive to systematic – establish the 120-day renewal protocol, value reporting frameworks, and executive engagement models that make every customer conversation strategic
• Drive revenue growth – lead the Statement Reconciliation cross-sell campaign, qualify expansion opportunities, and convert pipeline at industry-leading rates
• Protect strategic accounts – identify risks early, intervene decisively, and build unbreakable customer relationships through demonstrated value
• Build executive partnerships – Support and drive your team to conduct C-level business reviews that position FISCAL as a critical business partner
• Develop your team – coach, mentor, and inspire four talented CAMs to achieve their potential while fostering a culture of excellence and accountability

• Have 7+ years in B2B SaaS or software with proven leadership experience building and scaling commercial teams
• Can demonstrate consistent achievement of NRR targets above 105% and successful expansion revenue generation
• Possess genuine executive presence – you're as comfortable presenting ROI to a CFO as you are coaching your team
• Think strategically but execute operationally – you build frameworks and then roll up your sleeves to prove they work
• Are obsessed with customer outcomes and can translate product features into quantified business value
• Love data but trust your instincts – you use metrics to inform decisions, not replace judgment
• Thrive in dynamic environments where you can shape strategy and see immediate impact from your decisions

Clear targets, transparent metrics, and the tools to succeed. We're aiming for increased Net Revenue Retention, increased qualified pipeline, and increased commercial portfolio health. You'll know exactly where you stand, celebrate wins as a team, and have the data to drive intelligent decisions.

No black box metrics or moving goalposts – just honest, achievable targets with the support to deliver them.

Lead a talented team of Customer Account Managers, coaching them to excellence while building the frameworks and processes that will scale as we grow. Deliver ongoing sales coaching to elevate the team s commercial capabilities, including negotiation mastery, value articulation, and strategic deal management. You ll create the playbooks, establish best practices, and develop the next generation of…