Operations Melbourne HybridHead of Account ManagementWe usually respond within a weekAs Head of Account Management, you''ll lead our post-sales strategy across renewals and expansion, ensuring that FrankieOne remains an indispensable partner to our most strategic customers. Unique to this role is the opportunity to build out Account Management as a new capability - shaping it in your image. Youll play a critical role in shaping customer outcomes and growing long-term value.The roleYou are a seasoned, customer-obsessed leader with a passion for scaling SaaS post-sales teams. As the Head of Account Management, you will be responsible for ensuring the retention and growth of our customer base through proactive account planning, structured renewals management, and expansion strategies. This is a strategic role at the intersection of customer success, sales, and product. You will also play a critical role in setting the strategic direction of the account management function, with the autonomy to build and scale a high-performing team.This position will be a Player-Coach, where you will take ownership of growth & build the function.Your ticket to success:Customer Value & AdvocacyOwn customer outcomes related to retention and growth across your teams portfolio.Champion the voice of the customer internallyadvocating for improvements in product, support, and service delivery.Be an advocate for Frankie, for the product, for our people and for our values.Energy.You enjoy a high-energy, high-velocity environment. You enjoy a challenge and relish the opportunity to create something that you can be proud of.Revenue OwnershipDrive and exceed renewal targets, while uncovering and closing opportunities for upsell and cross-sell.Partner closely with Sales, Product, and Customer Success to identify expansion opportunities and convert them into revenue.Strategic LeadershipDevelop scalable account management strategies, methodologies, and playbooks.Set performance metrics (KPIs and OKRs), lead team reviews, and foster a culture of ownership, performance, and accountability.Team Building & CoachingBuild, lead, and inspire a high-performing account management team.Provide structured mentorship, development plans, and career progression pathways for your direct reportsOperational ExcellenceLeverage data to drive insights and proactively mitigate churn risks.Implement best-in-class tools and processes to streamline renewals and expansion workflows.In a previous life you have:7+ years experience in account management or customer success in B2B SaaS (Fintech/Regtech a bonus).Proven ability to own and exceed revenue targets through renewals and expansion.Built and led high-performing Account Management teams, ideally in a high-growth or startup environment.Experience engaging with senior-level stakeholders in enterprise accounts.A deep understanding of the SaaS customer lifecycle and how to influence outcomes at each stage.Exceptional interpersonal skills with a commercial mindset.Experience using tools like Hubspot for customer health tracking and forecasting.DepartmentOperationsLocationsMelbourneRemote statusHybridContact Marcus Dykes Talent Acquisition Manager People & CultureCurrent job openingsApplication Support EngineerOperations Philippines, Indonesia HybridMore jobsAbout FrankieOneAt FrankieOne our goal is to help scale fintechs and financial institutions alike by providing seamless access to the global ecosystem of identity and fraud solutions. Our customisable orchestration platform, coupled with access to all global tools in one place, delivers unparalleled customer experiences. In order to do that, over the last four years we have created a unique culture focused on high performance, accountability, being frank - essentially where Frankies can thrive and our customers can feel confident that they are compliant.Founded in 2017Co-workers 112Operations Melbourne HybridHead of Account ManagementAlready working at FrankieOne?Lets recruit together and find your next colleague. #J-18808-Ljbffr
Job Title
Head of Account Management