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Job Context

The Director of Account Management will lead and shape the overall Account Management strategy, driving customer retention, growth and long-term partnership success. This role is focused on building a high-performing team that delivers exceptional customer experiences, maximises product adoption and value, and strengthens relationships across our customer base.

As a strategic leader and coach, you will empower the team to proactively manage customer relationships, identify opportunities for optimisation and expansion, and ensure customers achieve meaningful outcomes through our solutions.

Location: Leeds (LS15), on-site 5-days a week.

What You’ll Do

• Collaborate with the CCO in the development and implementation of the Account Management (AM) strategy to drive revenue, improve customer experience and reduce churn and cancellation.

• Determine the team’s goals and plan how to improve operations, to ensure Company goals are achieved.

• Develop and execute strategies to maximise the value customers get from the platform.

• Drive revenue growth and retention of customers.

• Analyse customer (and other) data to monitor team performance and measure the effectiveness of the AM strategy .

• Support, grow and develop AM leaders, monitor their success, and provide highly effective line management.

• Recruit, induct and onboard new members of the AM team.

• Encourage and lead collaboration between teams and provide constructive feedback on churn and cancellation reasons.

• Be a customer champion, ensuring their views are represented in the company and are used to drive continual improvement measures that increase customer satisfaction.

• Work with others to define (and continuously refine) AM best practices and process across the global team.

• Lead by example, by taking a hands-on approach with customers, demonstrating what best-in-class looks like both in terms of operational effectiveness and client communication.

What You’ll Bring

• Solid xperience within Account Management, Customer Success or commercial customer-facing functions, alongside senior leadership experience (for example as a Head of or Director of Customer Success / Account Management), ideally within a high-growth SaaS environment.

• Proven experience leading, scaling and developing high-performing quota-carrying Account Management or Customer Success teams, with a strong track record of driving upsell, cross-sell, renewals, and revenue growth across existing customer accounts.

• A strategic and commercially minded leader with the ability to translate business insight into impactful customer and growth strategies.

• Demonstrable success in owning and delivering against commercial targets, driving customer retention, expansion and long-term account growth.

• Exceptional leadership and people management skills, with experience building engaged, collaborative and high-performing teams.

• Ability to foster a strong and positive team culture through effective coaching, regular 1-1s, transparent communication and a proactive approach to problem-solving and team development.

• Outstanding customer relationship management skills, with the ability to build trusted, profitable and long-lasting partnerships with senior and executive stakeholders.

• Strong interpersonal and influencing skills, including emotional intelligence, empathy, negotiation, diplomacy and confident conflict resolution.

• A customer-centric mindset balanced with a passion for commercial success, revenue generation and business growth.

• Highly analytical and process-driven, with the ability to use data and insights to inform decision-making and improve team performance.

• Tech-savvy with a genuine passion for software, technology and delivering value through products and solutions.

What We Can Offer You

• A generous annual leave entitlement plus a personal leave entitlement

• Private Health Insurance

• Employee Assistance Programme (24/7 confidential support on relationships, bereavement, finances)

• Life Insurance

• Company pension scheme, with an uncapped 5% employer contribution

• Generous Parental Leave Program

• Paid Volunteer Leave Days

• Public Holiday Exchange Scheme

• Talent Referral Programme – get rewarded for referring a friend to join our team!

• Cyclescheme, a salary sacrifice to treat yourself to a bike & equipment

• Home & Tech Scheme, a salary sacrifice to treat yourself to some new tech

• A discounts and cash back scheme

• Casual dress and relaxed office environment

• Opportunities for career progression and development

• Diverse training & internal networking opportunities across all of our product lines

• Service recognition awards

• Click here to find out more about working at Simpro Group!

Our Core Values

We Are One Team

We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. This means that we want everyone to feel welcome and offer equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor.

If you'd like to join a fun and progressive organisation, where there are opportunities to develop your career, please apply now with your CV/Resumer.

Please note: no agencies will be accepted in the recruitment of this role. Any CVs provided to Simpro Software by agencies will be treated as a gift.