Head of Small Accounts - Europe and RoW

Factorial is a fast-growing HR SaaS company transforming how small and medium-sized businesses manage their HR operations. Our platform automates key processes to help businesses scale efficiently.

We are seeking an analytical, data-driven, and automation-oriented Head of Small Accounts - Europe & RoW to lead and scale our small accounts strategy across these regions. This role will play a crucial part in managing and engaging a rapidly expanding customer base with a lean team of highly motivated people.

The challenge is to reduce churn, maximize product adoption, and drive upsell opportunities, ensuring impactful customer engagement at scale. The ideal candidate must be highly strategic, process-oriented, and capable of working closely with Operations to develop scalable solutions.

Key Responsibilities:

• Lead and develop a team of account managers, ensuring they effectively engage and grow small accounts.
• Design and implement data-driven account management strategies to optimize customer health, increase retention, and drive expansion revenue.
• Leverage automation and scalable communication flows to efficiently manage and impact thousands of customers with a lean team.
• Work closely with the Operations team to design scalable workflows, automation, and data insights for improved customer engagement.
• Analyze customer data and behaviors to identify risk signals, upsell opportunities, and proactive intervention strategies.
• Develop and optimize playbooks and processes for account managers to enhance efficiency and effectiveness.
• Monitor KPIs and drive continuous improvement, ensuring the team meets retention, adoption, and upsell targets.

Requirements:

• Proven experience in a data-driven account management or customer success leadership role within a SaaS or subscription-based business.
• Strong analytical skills with a deep understanding of customer segmentation, engagement strategies, and churn mitigation.
• Expertise in automation tools and scalable communication strategies, ensuring impactful customer interactions.
• Experience in leading and scaling teams while maintaining high performance and efficiency.
• Strong collaboration skills to work with Operations, Product, and Sales teams to drive customer success.
• Ability to manage and impact thousands of customers with a lean team through innovative, scalable approaches.
• Excellent problem-solving skills and a strategic mindset focused on growth and retention.

Why Join Factorial?

• Be a key leader in driving customer success and growth at scale.
• Work in a high-impact, data-driven, and automation-first environment.
• Be part of a fast-growing company revolutionizing SMBs segment.
• Competitive compensation and career growth opportunities.

If you are an analytical and automation-focused leader passionate about scaling customer engagement efficiently, we’d love to hear from you!