Head of Account Management

1 week ago

Melbourne, Australia FrankieOne Full time

As 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. You’ll play a critical role in shaping customer outcomes and growing long-term value.

**The role**:
You 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 & Advocacy**
- Own customer outcomes related to retention and growth across your team’s portfolio.
- Champion the voice of the customer internally—advocating 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 Ownership**
- Drive 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 Leadership**
- Develop 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 & Coaching**
- Build, lead, and inspire a high-performing account management team.
- Provide structured mentorship, development plans, and career progression pathways for your direct reports

**Operational Excellence**
- Leverage 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.

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