Lendscape
Director of Account Management
London
Posted about 18 hours ago
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About The Role
Lendscape builds lending software used by financial institutions across the UK, Europe, Asia, and the United States. As we grow, our Account Management function is the engine of client retention and expansion.
The Director of Account Management owns the end-to-end performance of the AM team: Account Managers focused on commercial growth in stable, upsell-ready accounts and the ongoing management of accounts with significant Professional Services activity or active development programmes. You set the standard for how accounts are run, coach the team to hit it, and personally carry a portfolio of your own as a player-coach — staying close to the work you're asking your team to excel at.
Key Responsibilities
Team Leadership & Coaching
- Lead, coach and develop a team of Account Managers across two specialisms — Commercial expansion and Service excellence. These should be achieved with a high level of standardization to ensure seamless expansion across the globe.
- Own hiring, performance management, and career development across the AM team.
- Maintain clear role clarity between AM Commercial (upsell-focused, stable accounts) and AM Service (PS-led, active development accounts), and resolve ambiguity for accounts that sit across both.
- Support the Service led team to become more commercial and vice-versa for the commercial group.
- Run regular pipeline reviews, coaching AMs through the six-stage opportunity qualification process — Opportunity Confirmed, Budget Verified, Incumbent & Renewal, Org Structure Mapped, Decision Makers Identified, Account Health Pack Prepared — before any handoff to New Business Sales.
- Set and uphold the standard that every account carries an active opportunity pipeline, or a documented reason why not.
Player-Coach Portfolio Ownership
- Personally own a portfolio of accounts, acting as primary relationship holder end-to-end from go-live handoff — modelling the standard you expect from your team.
- Run your own commercial strategy, renewal planning and upsell identification, including full ownership of the sales cycle for opportunities up to £70k.
- Carry a personal PS and Upsell quota alongside overall team quota accountability.
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Commercial & Revenue Accountability
- Own the AM team's combined PS and Upsell Team Quota, forecasting performance to the COO/CRO.
- Maintain accurate, forward-looking renewal and expansion forecasts across the entire book of business in the CRM.
- Oversee sub-£70k opportunities closed directly by AM Commercial, and ensure disciplined, well-qualified handoff of £70k+ opportunities into New Business Sales.
- Partner with New Business Sales to ensure smooth handoffs and that landed accounts return promptly to AM ownership post-close.
- Ensure we are meeting a NRR of 110% p.a. net retention
- This includes a 95% Gross retention target
Account Health & Client Advocacy
- Own the account health scorecard across the team's entire portfolio open tickets, PS delivery status, Customer Health Score/NPS trends and relationship risk.
- Act as the executive escalation point for at-risk accounts and major client issues, ensuring resolution and client confidence.
- Ensure NPS and Customer Health scores improve year-on-year across the portfolio, and that budget cycles and renewal dates are tracked with high coverage.
- Baselining and increasing our referenceability metric
- Participation Rate (active reference participants) - 15% of total customer base
- 100% of critical accounts
- 4 new case studies per annum from existing and new logos (where appropriate and allowed)
Cross-Functional Governance
- Represent Account Management in the Enhancement Review Board (ERB) process, managing customer enhancement requests through to a decision and communicating outcomes back to clients.
- Partner with the Head of Support, Head of Delivery/PS, CRO, CPO and CTO to unblock resource, prioritisation and product issues affecting the portfolio.
- Own CRM & Jira hygiene standards for the team with a focus on renewal forecasts, expansion pipeline, and account health data kept accurate and current.
Requirements
What We are Looking For
Experience
- Proven track record leading and scaling an Account Management or Customer Success team, ideally in B2B SaaS or fintech.
- Experience in driving high % NRR and GRR
- A background as a high-performing individual-contributor Account Manager before moving into leadership. Comfortable operating as a genuine player-coach.
- Experience owning quota — both team and individual in a commercially accountable role.
- Experience running structured pipeline qualification and sales handoff processes.
- Background in financial services, lending or financial technology is a strong advantage.
- Comfortable operating in a global organisation with clients and colleagues across multiple time zones.
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Skills & Capabilities
- People leader: hires, coaches and develops Account Managers into high performers.
- Commercially sharp: fluent in ARR, quota, forecasting and how account management drives revenue outcomes.
- Structured: brings rigor and consistency to pipeline qualification and handoff processes.
- Relationship builder: operates credibly from operations teams to C-suite, personally and through the team.
- Proactive: identifies portfolio-wide risks and opportunities ahead of time, not after the fact.
- Clear communicator: reports team and portfolio performance credibly to executive stakeholders.
Personal Attributes
- Leads by example: still visibly "in the room" with clients as a player-coach, not just managing from a distance.
- Accountability: owns team outcomes, not just team activities.
- Collaborative: partners effectively across Support, Delivery, Product and Sales without needing to own those functions.
- Resilient and calm under pressure, particularly across multiple simultaneous escalations.
- Genuinely invested in developing people, not just managing their output.
Benefits
What You Can Expect from Lendscape
- A clearly defined remit with real ownership of the Account Management function and how it operates.
- A senior leadership team that values operational excellence and client outcomes.
- The mandate to shape the AM playbook, process and team structure as the function scales.
- Close collaboration with Product and Technology. Your team's client feedback shapes what gets built.
- A growing, ambitious company with real career development opportunities as we scale.
- Competitive salary and benefits package, with performance-based incentives linked to team quota, retention and portfolio growth.
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Skills
Account Management
Customer Success
Coaching
Commercial Strategy
Sales Cycle
Pipeline Qualification
Relationship Building
Forecasting
Team Leadership
Performance Management
Financial Services
B2B SaaS
Collaboration
Communication
Problem Solving
Resilience
Location