Account Management Team Lead

Position Summary:

We are seeking an experienced and hands-on Manager to lead our expanding SME Account Management team in Casablanca. This is a player–coach role that combines leadership of a growing team of four Account Managers with personal ownership of a portfolio of SME customers.The SME team manages a very high volume of renewals, with a mandate to communicate delivered value, support renewal pricing strategies, maintain strong Net Revenue Retention (NRR), and minimize churn. As a team that is only three months old and expected to grow, this role presents a unique opportunity for a leader who excels in building teams, hiring and training talent, and designing scalable processes to support high-throughput renewal operations.This manager will also lead the development of our first remotely managed SME portfolio for European customers—expanding our global reach and establishing new operating rhythms for managing these accounts from Casablanca.

Key Responsibilities: 
Team Leadership, Hiring & Development

• Lead, coach, and develop a team of SME Account Managers, implementing structured performance management and individualized development plans.
• Actively hire, onboard, and train new Account Managers as the team expands.
• Build core capabilities in renewal negotiation, value messaging, account prioritization, and churn mitigation.
• Drive a culture of accountability, operational rigor, and continuous improvement.

Portfolio Ownership

• Manage a personal portfolio of SME accounts, owning renewal cycles end-to-end.
• Apply strategic renewal levers—pricing, term optimization, bundling—to support NRR targets and improve renewal predictability.
• Identify churn risks early and execute mitigation strategies.
• Deliver accurate renewal forecasts and maintain renewal pipeline discipline.

Process Optimization & Operational Excellence

• Design and refine efficient, repeatable processes that enable fast, accurate handling of large volumes of small-contract renewals.
• Establish renewal playbooks, communication templates, workflows, and operational best practices.
• Ensure high-quality CRM utilization, data hygiene, and consistent renewal documentation across the team.

European SME Portfolio Development

• Establish and operationalize the first remotely managed SME portfolio for European customers.
• Adapt communication and engagement strategies to align with European customer expectations while maintaining scalable workflows.
• Create repeatable models that can support additional regions in future phases.

Cross-Functional Collaboration

• Work closely with Sales Support, Finance, Revenue Operations, and Legal to streamline renewal workflows and improve contract execution processes.
• Partner with internal teams to refine pricing processes, simplify administrative requirements, improve billing accuracy, and remove operational blockers affecting renewal velocity.
• Share insights and recommendations with leadership to drive improvements across the end-to-end renewal lifecycle.

Qualifications

Required

• 5+ years of account management or customer success experience, including direct ownership of renewals.
• 2+ years of people management experience, with demonstrated success in building, hiring, and training customer-facing teams.
• Experience managing or engaging with North American and European customer portfolios.
• Proven ability to coach team members on negotiation, objection handling, and commercial confidence.
• Proven ability to optimize high-volume renewal operations and drive consistent execution across small-contract portfolios.
• Strong commercial acumen with experience in pricing discussions, churn mitigation, and value-based renewal strategies.
• Excellent communication and negotiation skills, with the ability to engage confidently with customers in renewal cycles.
• Experience working with US customers and comfort operating on US East Coast hours.
• Proficiency with CRM systems such as Salesforce.

Preferred

• Background in SaaS, regulatory compliance solutions, or subscription-based services.
• Experience in a player–coach role balancing leadership with personal revenue responsibility.
• Demonstrated success leading teams in early-stage or rapidly scaling environments.
• Strong change-management capabilities.

Why This Role

• Opportunity to build and mature a critical account management function from its earliest stage.
• Significant impact on renewal operations, NRR, and customer satisfaction.
• Leadership role in establishing our first European SME renewal portfolio.
• Direct visibility to senior leadership and strong potential for career progression.