Director of Account Management - Small Accounts

Factorial is a rapidly growing HR SaaS company dedicated to revolutionizing the way small and medium-sized businesses manage their human resources. We provide an all-in-one platform that automates and streamlines any people-related processes, helping businesses scale efficiently.

We are looking for a dynamic and results-oriented Director of Account Management - Small Accounts to lead and scale our account management strategy for the smaller clients in our portfolio. This role is pivotal in driving customer engagement, retention, and expansion within this key segment, which represents 50% of our company’s customer volume .

The ideal candidate will have a proven track record in managing longtail/small accounts, fostering engagement among smaller clients, and implementing scalable communication flows. This role requires a strong commercial mindset that can combine a farmer/hunter approach at scale, a passion for automation, and a data-driven decision-making mentality.

Key Responsibilities:

• Lead and scale the Small Accounts team, ensuring high performance and customer engagement.
• Recruit and onboard new team members, driving excellence in hiring and talent development.
• Own the business strategy for small accounts, ensuring revenue growth and retention while leveraging automation and scalable processes.
• Develop and execute data-driven account management strategies, ensuring optimized customer engagement, upselling, and renewals.
• Collaborate with cross-functional teams (Sales, Product, Marketing, Support amongst others) to enhance customer experience and ensure seamless communication flows and processes.
• Leverage automation tools and innovative strategies to efficiently manage and nurture small accounts at scale.
• Drive business growth by increasing expansion revenue and reducing churn across the small accounts segment.

Requirements:

• Proven experience in a similar role, managing longtail or small accounts within a SaaS or subscription-based business.
• Strong commercial acumen with a balance of farmer and hunter skills.
• Leadership experience managing teams of 15-30 people, with a demonstrated ability to hire, train, and scale high-performing teams.
• Excellent recruitment skills, with experience hiring at scale.
• Data-driven mindset, with strong analytical skills and experience leveraging data to optimise account management strategies.
• Knowledge and experience in automation and customer communication flows, ensuring scalable and efficient engagement with small accounts.
• Strong collaboration and stakeholder management skills.
• Experience in a global or multi-regional SaaS company is a plus.

Why Join Factorial?

• Be part of a fast-growing company revolutionizing SMBs segment.
• Lead and shape a strategic business segment with a direct impact on company revenue, reporting directly to the VP of Customer Experience.
• Work in a highly dynamic, innovative, and collaborative environment.
• Competitive salary with performance-based incentives.

If you are a strategic and data-driven leader with a passion for scaling small account engagement, we want to hear from you!