Head of Customer Account Management

Scope

Portfolio. 500+ events across our installed base, run by organisers whose portfolios range from a handful of events to well over a hundred.
Team. 10+ people spread between the US and Europe. Two CAM leads report to you directly who run the rest of the team.
Target. +20% growth on the installed base, delivered through an account-based strategy.
Two levers. Higher penetration of each client's event portfolio, and upsell of digital add-ons and additional modules on the events already running on Swapcard.
Mandate. Renew, expand, and prevent churn and downsell.

Responsibilities

Lead the CAM team. You'll lead the Customer Account Manager teams across North America and EMEA through your Strategic Account Managers and Team Leads, and set the standard for the wider CAM organisation.
Own the number. Carry the +20% growth target and build the account-based plan behind it: which accounts, which events inside their portfolio, which modules, in which order, and what has to be true for each to land.
Protect the base. Churn and downsell are rarely a surprise to someone who is looking. Build the early-warning discipline, get ahead of the competitive and budget conversations, and treat renewal as a managed motion rather than a date on a calendar.
Build the growth motion. Shape the qualification standard the team works to, the criteria that let an opportunity enter the forecast, and the discipline that keeps the picture current. You'll define what counts as good evidence and help the team hold to it consistently.
Coach on live calls. Join discovery calls alongside the CAMs, debrief together afterwards, and help shape how the next conversation goes. This is where most of the value of the role sits. We expect a lot of hands-on coaching.
Own the KPIs and the weekly rhythm. Activity, contact creation, qualification progress, outreach, forecast. You'll build the pack, read it before anyone else does, and bring attention to where it's needed early rather than explaining it late.
Run the enablement programme. Build it, run it, and certify the team on real accounts. Enablement here is a line responsibility that sits with you, not something handed off.
Align the system. Marketing, Revenue Ops, Sales Enablement, Solution Design and Product. An account-based motion only works when those move together, and making that happen is your job rather than someone else's favour.
Partner with Marketing on account-based campaigns. Work as Marketing's counterpart rather than a requester — personas, account selection, sequencing against each client's event cycle, and an honest, shared read of what worked.
Influence the roadmap. Bring structured insight from the account base back to Product: what's blocking expansion, what competitors are winning on, what the industry is moving toward. Opinions with evidence behind them, early enough to shape what gets built.
Keep the data trustworthy. Account context, classification, CRM hygiene. A stale account brief is worth a real conversation with the team, because the whole motion depends on the data being sound.
Escalate what matters, early. Surface what stands between a client and a decision — product, commercial terms or timing — with the evidence attached and early enough for the decision to change the outcome.

What we're looking for

A growth builder in SaaS. You've delivered growth of this order inside an existing SaaS customer base — qualification, cadence, forecast, expansion pipeline — not just managed a book of accounts well. No event industry experience needed. We can teach you the industry; we can't teach the motion.
Account-based, in practice. You've led, structured and implemented an account-based strategy for a SaaS business, with Marketing alongside you rather than downstream of you.
A complex seller. Long sales cycles, several business units inside the same account, top-down and bottom-up in parallel. You know how to find the blocker — budget, politics, product, timing — name it, and work it rather than wait it out.
An account manager who became a strong coach. You've carried a portfolio yourself, and you develop people in the moment: you can hear what's missing in a discovery call and help the CAM get there themselves next time.
A leader of distributed teams. You've managed managers and a fully distributed team across time zones, ideally between North America and Europe, and you set a standard others want to work to.
A systems thinker with an engineer's mindset. You think in processes, inputs and feedback loops. Strong analytically, fluent in data at portfolio level (CRM, complex spreadsheets), and very organised. Evidence, not instinct, is how you make and defend a call.
Direct. Straight to the point with your team and with clients. Comfortable in difficult customer conversations, willing to push back, and not afraid to ask the hard question early rather than discover the answer late.
Composed under pressure. You do your best work in a fast-moving, high-stakes commercial environment, and you keep the team steady when timelines compress around clients' event dates.
A clear, credible communicator. You report upward without being chased and you partner naturally across functions.
Useful, not essential: experience in events, media or B2B marketplaces, where the buying unit is an event and its date sets the deadline.
Experience: 7 to 10+ years in account management, customer success or commercial roles, including at least 3 managing managers or a distributed team.
Language: fluent English. French is a plus, not a requirement.