Overview
About the role
You carry a portfolio of 6–12 live accounts. You don't run the day-to-day yourself — the placed teams do — but you own quality, retention, escalations and growth across every one. You're the senior face the client trusts when something matters.
Responsibilities
What you'll do
- Own a portfolio of live accounts: quality, SLAs, CSAT, retention, expansion.
- Run monthly business reviews with each client.
- Coach team leads on tone, escalation, and process discipline.
- Act as the senior escalation point for both clients and placed teams.
- Identify expansion opportunities and brief the consulting team to action them.
- Spot at-risk accounts early and run the recovery plan personally.
Profile
What we're looking for
- 4+ years in account management, customer success or client services.
- Demonstrable retention / expansion numbers from prior roles.
- Senior written and verbal English. Comfortable in front of executives.
- Sound judgement on when to push back on scope and when to absorb it.
- Track record of coaching junior staff into reliable operators.
- Multilingual ability welcome but not required.
Benefits
What you get
- Fully remote, schedules aligned to US or EU hours.
- NDAs and confidentiality on every engagement — your work is protected.
- A dedicated lead and a team that has your back, even on tough accounts.
- Clear scope, clear SLAs, clear expectations. No mystery work.