Head of Account Management

What You Will Do

01 Protect the base — renewals and churn · 25% of role

Good looks like: renewals are forecast 90 days out, churn is explained before it happens and no major account is lost by surprise.

• Own renewals and churn across the installed base: ≥97% retention, 100% of renewals started on time and no lapses.
• Build the renewal engine — forecast, early-warning risk flags, recovery plays and a named owner for every renewal.
• Retain 100% of Zeraki's top accounts, and examine every churned school for its root cause.

02 Grow the base — cross-sell, upsell and NRR · 20% of role

Good looks like: expansion is planned, not hoped for — and schools adopt more of the platform every year.

• Own expansion revenue and net revenue retention: ≥110% across the base, with every region above 100%.
• Deliver the department's cross-sell and 3X upsell targets — around 30 product additions per Account Manager a year — and raise multi-product adoption.
• With Marketing and Sales, design installed-base programmes that move single-product schools to full platform customers.
• Grow the share of company revenue that comes from existing customers.

03 Know every account — segmentation and health · 10% of role

Good looks like: every account has an owner, a health score and a plan.

• Define customer segmentation and tiering across 8,500+ schools, so attention matches value and complexity.
• Build one account-health model — usage, adoption, satisfaction and payment behaviour — used by every team.
• Keep Zeraki coherent across markets: consistent where it must be, local where it should be.

04 Collect and forecast · 10% of role

Good looks like: renewal revenue is predictable and paid.

• Hold renewal and upsell collections at or above 95% without damaging relationships.
• With Finance and Data, build a forecast tied to renewals, expansion, collections and NRR — accurate within ±5%.
• Govern Cost of Retention and the efficiency of the department, including accounts per Account Manager.

05 Lead the leaders · 15% of role

Good looks like: every region has a strong leader and a ready successor, and Account Management is a career people choose.

• Lead, coach and review Senior Regional Account Managers, Regional Account Managers and Account Management Leads through regular one-on-ones, field visits and documented feedback.
• Run fair, evidence-based quarterly reviews and calibration; keep at least two ready successors and a visible path for Specialist Track experts.
• Own hiring, onboarding and training, and build a customer-first culture of empathy, proactivity and results.

06 Own the most important relationships · 10% of role

Good looks like: Zeraki's biggest customers stay, grow and speak for us.

• Act as the final escalation point for critical customer situations — assembling the cross-functional response and engaging school owners, boards and officials directly.
• Act as executive sponsor for Zeraki's largest school networks and institutional accounts.
• Turn customer outcomes into references, case studies and referral programmes that help Sales win.

07 Bring the customer into every decision · 10% of role

Good looks like: when Zeraki decides, someone has asked “how will this affect the schools we already serve?” — and answered it with evidence.

• Bring the voice of the customer into product, pricing and go-to-market decisions, with facts, not alarms.
• Partner with Sales on handover, Support on service quality, Product on roadmap and launches, and Finance on billing.
• Run the department's operating system — CRM compliance at 100%, SLA compliance at or above 95%, QBRs as a discipline — and an AI-enabled model with firm controls on data quality and privacy.

What You Bring

Experience

• 8+ years in account management, customer success, sales, relationship management or commercial operations, including at least 4 years leading managers or multiple customer-facing teams.
• A track record of building — or materially improving — an account management or customer success department, and owning retention, expansion and revenue-forecast outcomes.
• Proven experience managing enterprise or strategic customer portfolios, and a demonstrable contribution to net revenue retention.
• Experience designing operating rhythms, segmentation, account-health models and CRM discipline across multiple teams or regions.
• Comfort with cohorts, forecasting and the economics of retention and expansion, and with presenting them to a CEO and Board.
• A bachelor's degree in Business, Commerce, Marketing, Education, Economics, Information Systems or a related field; an MBA or senior customer-success certification is an advantage.