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Factorial is on the lookout for a dynamic individual to step into the role of Head of Account Management - Small Account to help drive our company to new heights.
About the Role
We are seeking a strategic and growth-driven Head of Account Management - Small Account within our department of Small Accounts. This segment covers a large volume of clients with limited human touch and represents a key opportunity to drive Net Revenue through two main levers: Minimizing churn, and Maximizing scalable upsell.
Your mission will be to build and operate a scalable growth model that delivers measurable results through automation, data-driven prioritization, and lean human involvement. You'll work cross-functionally to ensure this portfolio grows efficiently and sustainably, while delivering a seamless customer experience.
What You’ll Do
Own and drive the growth strategy for all small accounts, focused on:
Churn prevention via early signals, lifecycle programs, and tech-touch journeys.
Scalable upselling using product usage signals, automation, and commercial playbooks.
Build and lead a lean team of Account Managers and specialists to execute the strategy at scale.
Design and continuously optimize the “Run at Scale” operating model by combining automation, structured workflows, and customer insights — and extrapolate this model to other segments across Factorial when applicable.
Collaborate with Customer Support, Product, Marketing, and Revenue Ops to orchestrate a consistent, efficient experience.
Lead automation and tooling initiatives to reduce manual effort while increasing impact.
Implement dashboards, reporting systems, and A/B testing logic to evaluate and evolve engagement models.
Ensure alignment within all long-tail strategies to create a unified approach across all segments and markets.
What We’re Looking For
6+ years of experience in Account Management, Customer Success, or Scaled Growth within a SaaS or tech company.
Proven success in owning and improving retention and upsell KPIs across large customer bases.
Deep understanding of automation tools, CRM workflows, lifecycle engagement, and scalable CS models.
Strong data analysis and experimentation skills.
Experience building and leading small, high-performing teams in fast-paced environments.
Fluent in English; additional languages are a plus
Nice to Have
Experience working in SaaS companies.
Familiarity with CS at Scale / Low-Touch models.
Background in PLG (Product-Led Growth) or tech-enabled commercial models.
Experience with customer segmentation and lifecycle monetization.
About us 🚀
At Factorial, we’re building the leading business management software for companies of all sizes. Our platform centralizes key workflows across HR, finance, and operations, freeing teams from manual processes so they can focus on what really matters: leading, growing, and taking care of their people.With over 1,200 employees across 7 markets, we serve 700,000+ users and are one of Europe’s fastest-growing SaaS companies, backed by top-tier investors and proudly headquartered in Barcelona.We believe in bold goals, radical ownership, and inclusive collaboration. If you're excited to shape the future of business management technology, we’d love to meet you.
Our Values 🫀
We own it: We take responsibility for every project. We make decisions, not excuses.
We learn and teach: We're dedicated to learning something new every day and, above all, share it.
We partner: Every decision is a team decision. We trust each other.
We grow fast: We act fast. We think that the worst mistake is not learning from them.
We believe in diverse talent: We welcome applicants from all backgrounds and strongly encourage people of diverse experiences and identities to apply.
We believe in inclusion: We are committed to equal opportunities and actively promote workplace inclusion of people with disabilities. If you would like to learn more about our inclusive recruitment processes, you are welcome to indicate so optionally and we will share additional information with you.
Wanna learn more about us?
Check our website!
Perks of being part of our team💆
We care about people and we also offer a lot of benefits for employees:
High growth, multicultural and friendly environment 🤝
Alan as private health insurance 🩺
Healthy life with Wellhub (Gyms, pools, outdoor classes) 🧘🏽♀️
Save expenses with Cobee 💰
Language classes 👩🏽🏫
Breakfast in the office and organic fruit 🍏
Nora discounts 🍱
Free caffeine and theine ☕
Pet Friendly 🐕