About the Role
The Head of Growth & Retention is accountable for delivering net revenue retention, customer expansion, and sustained account value growth across a defined portfolio.
This is a second-line leadership role, responsible for leading Sales Managers and their teams to execute against clear commercial outcomes. The role owns the performance of the existing customer base as a core revenue engine, ensuring predictable retention and systematic growth.
The successful candidate will combine strong commercial leadership, analytical rigor, and practical adoption of AI-enabled tools (including Generative AI) to drive performance, productivity, and competitive advantage.
This is not a relationship management role—it is a commercial leadership role with full accountability for revenue outcomes.
Responsibilities
Commercial Ownership
Own and deliver retention, renewal, and expansion revenue targets
Drive net revenue retention (NRR) through disciplined account planning and execution
Build a predictable, scalable revenue engine within the existing customer base
Identify, develop, and close growth opportunities within key accounts
Ensure consistent delivery against forecast and pipeline commitments
Leadership & Team Performance
Lead and develop Sales Managers (Account Management) and their teams
Set and enforce clear performance standards aligned to revenue outcomes
Drive a culture of accountability, ownership, and execution discipline
Manage organisational design, hiring, performance management, and succession planning
Coach leaders to move beyond reactive account management to proactive growth leadership
Customer & Account Strategy
Build and maintain relationships with senior decision-makers and executive stakeholders
Oversee strategic account planning across the portfolio
Ensure structured and consistent executive engagement within key accounts
Strengthen the organisation's position as a critical partner to customers
Drive alignment between customer needs and commercial opportunities
Strategic Execution
Translate business objectives into clear, executable departmental plans
Implement and scale best-in-class account management methodologies
Drive a structured approach to account lifecycle management (onboarding → adoption → expansion → renewal)
Contribute to broader commercial and go-to-market strategy
Lead continuous improvement of growth and retention frameworks
Operational Excellence
Establish and enforce operating cadence: pipeline reviews, forecast discipline, account reviews
Ensure rigorous use of CRM and performance data to drive decisions
Improve forecast accuracy, visibility, and accountability
Allocate resources effectively across accounts and teams
Drive consistency, scalability, and efficiency in execution
Data-Driven & AI-Enabled Leadership
Lead with a data-first mindset, using insights to drive prioritisation and decision-making
Leverage analytics to improve performance management, forecasting, and opportunity identification
Demonstrate practical use of AI and Generative AI tools to enhance productivity and commercial outcomes
Embed AI-assisted workflows and automation into account management practices
Build team capability in adopting modern tools and technologies to improve effectiveness at scale
Requirements
8 - 12+ years in account management, client management, or commercial leadership
Proven experience managing second-line leaders (manager of managers)
Demonstrated track record of delivering revenue growth within existing customer bases
Experience managing large, complex, and strategically important accounts
Strong experience engaging and influencing senior stakeholders (C-suite / executive level)
Evidence of using data, analytics, and AI-enabled tools to drive commercial performance and team effectiveness