We are seeking an experienced and strategic Head of Customer Accounts (KAM / Customer Success Lead) to lead and scale our enterprise account management operations.

This role is responsible for managing approximately 40 enterprise customer accounts while leading a team of 4 Account Managers / Customer Success professionals. The ideal candidate will drive operational excellence, customer retention, account expansion, and team development while ensuring customers achieve measurable business outcomes through our solutions.

This is a highly hands-on leadership role. The selected candidate will personally manage a portfolio of key strategic accounts while also building scalable processes, coaching the team, and improving overall account performance across the organization.

The adecuado professional combines strong commercial acumen, customer-centric thinking, operational discipline, and leadership capabilities.

Key Responsibilities

Account Management & Revenue Growth

- Manage and oversee approximately 40 enterprise-level customer accounts.

- Personally own and manage 5–10 strategic customer accounts.

- Build strategic account plans focused on retention, expansion, and customer growth.

- Identify upsell, cross-sell, and expansion opportunities.

- Own customer renewals and contribute to improving Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).

- Build long-term relationships with executive-level stakeholders.

- Collaborate closely with Sales and internal teams to improve customer outcomes and business growth.

Team Leadership & Coaching

- Lead, mentor, and develop a team of 4 Account Managers / Customer Success professionals.

- Conduct regular coaching sessions, 1-on-1 meetings, and performance reviews.

- Improve execution quality, operational consistency, and strategic thinking across the team.

- Foster a proactive and growth-oriented customer management culture.

Operational Excellence & Process Development

- Design and implement scalable KAM and Customer Success playbooks.





- Standardize onboarding, account review processes, escalation management, and quality control procedures.

- Create frameworks for customer usage tracking, expansion signals, and account health monitoring.

- Improve operational efficiency and customer management consistency.

Customer Success & Strategic Communication

- Lead customers through onboarding, implementation, and go-live processes.

- Ensure rapid customer adoption and time-to-value.

- Clearly communicate solutions and business impact to executive and operational stakeholders.

- Connect customer goals and KPIs to measurable business outcomes.

Requirements

> - Bachelor’s degree preferred in Business, Marketing, Communications, HR, or related field
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> - 3–5 years of experience in Customer Success, Key Account Management, or Enterprise SaaS environments
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> - Proven experience managing enterprise customer accounts and driving expansion revenue
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> - Previous team leadership and coaching experience
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> - Strong understanding of SaaS business models and customer lifecycle management
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> - Excellent verbal and written communication skills in English
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> - Strong organizational, analytical, and problem-solving skills
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> - Experience creating scalable processes and operational frameworks
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> - Ability to manage multiple high-level accounts simultaneously
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> - Strategic mindset with strong customer relationship management skills
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> - Experience working with CRM and customer success tools

Benefits

> - Competitive monthly salary
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> - Remote work opportunity
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> - Professional growth and leadership development opportunities
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> - Exposure to enterprise-level clients and strategic projects
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> - Collaborative and fast-paced work environment
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> - Opportunity to build and scale a high-impact customer success function
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> - Career advancement opportunities within a growing SaaS organization
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> - Dynamic and innovative company culture
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> - Paid time off and company holidays
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> - Performance-driven and results-oriented environment

📌 Head of Customer Accounts (KAM / Customer Success Lead) (Lagunas De Xico)
🏢 Aspire Recruitment Solutions
📍 Lagunas De Xico