TopSource
Head of Account Management
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About the Role:
TopSource Worldwide is a high-growth, service-led Employer of Record and international payroll business. We are looking for an exceptional player-manager to lead and grow our Account Management function — a team of five comprising both Account Managers and Strategic Account Managers.
This is not a pure leadership role. You will carry your own book of accounts whilst simultaneously building capability, driving process, and delivering revenue growth across the team. The right person will be equally comfortable in a client boardroom, coaching a junior AM on a retention conversation, and interrogating a revenue forecast with the same precision.
Role and Responsibilities:
Team Leadership
- Line manage a blended team of Account Managers and Strategic Account Managers (total 5 FTE)
- Set individual targets, run regular 1:1s, and own performance and development plans for every team member
- Recruit, onboard, and retain top talent as the team scales
- Build a high-performance culture grounded in accountability, client obsession, and commercial rigour
Your Own Client Portfolio
- Personally manage a defined portfolio of key and strategic accounts
- Lead executive-level relationships, QBRs, and renewal/expansion negotiations for your accounts
- Set the standard for how great account management looks and feels at TopSource
Client Engagement
- Own the depth and quality of client relationships across the full portfolio — from day-to-day contact to executive sponsor level
- Establish structured engagement rhythms (QBRs, check-ins, executive touchpoints) tailored to account tier and complexity
- Ensure every client feels known, valued, and proactively supported — not just serviced when they raise a hand
- Act as the voice of the client internally, bringing insight from the portfolio into product, operations, and leadership conversations
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Strategic Cross-Sell
- Develop a deep understanding of each client's workforce footprint, pain points, and growth trajectory to identify adjacent service opportunities
- Partner with Sales, Operations, and subject matter experts to bring the right TopSource capabilities to the right client at the right time
- Embed cross-sell awareness across the AM team — building the habit of listening for opportunity in every client interaction
- Track cross-sell pipeline and conversion across the portfolio, reporting progress to senior leadership
Strategic Upsell
- Identify opportunities to deepen existing service relationships — additional markets, headcount growth, enhanced service tiers, and premium capabilities
- Lead commercial conversations with confidence: scope, price, and close upsell opportunities without handing off to Sales
- Build account plans that map the client's 12–24 month trajectory and align TopSource's service evolution to their needs
- Own the team's net revenue retention (NRR) target, treating upsell as a core responsibility of the AM function, not an afterthought
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Mobilising the Full TopSource Resource
- Ensure clients are actively benefiting from the full breadth of TopSource's capabilities — owned infrastructure, compliance expertise, technology, and people
- Break down internal silos by connecting clients with the right internal specialists (legal, payroll, HR advisory, technology) proactively, not reactively
- Champion the Plus 1 programme and other cross-functional initiatives that bring wider team knowledge into client relationships
- Build internal visibility of client needs so that Operations, Finance, and Product are aligned behind retention and growth goals
Client Experience
- Maintain CSAT and NPS scores at or above target thresholds
- Ensure consistent service delivery across all accounts in partnership with Operations
- Act as the escalation owner for strategic clients — resolving issues with urgency and professionalism
- Drive adoption of TopSource's service model, including Portico EOR and AI-enabled touchpoints as they emerge
Process & Reporting
- Maintain rigorous CRM hygiene (HubSpot) — pipeline, account health, and contact data
- Produce weekly account health updates and monthly revenue forecasts for senior leadership
- Develop and embed scalable account management playbooks, onboarding frameworks, and QBR templates
- Participate in and help shape the Plus 1 cross-functional programme, embedding cross-sell awareness across the team
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