About the role
As Head of Account Management, you own Vesper’s customer base and its commercial performance: retention, expansion and profitability, with a direct impact on our P&L. You are part of Vesper’s leadership team and help shape the direction of the company. You lead a team of 8 Account Managers in Amsterdam and Chicago, and you will scale the team significantly. You set the strategy, but you also stay close to the work. You speak with our top customers, close deals yourself, and can do anything your team does.
What you will be doing
* Lead a high-performing, global team of Account Managers across Amsterdam and Chicago, with a culture of performance, accountability and continuous improvement.
* Own the commercial results of our customer base, from renewals to expansion revenue, with a direct impact on Vesper’s P&L.
* Set the vision and strategy for Account Management across the customer journey: onboarding, adoption, renewal and expansion.
* Lead cross-functional initiatives with Product to systematically identify and reduce churn.
* Lead cross-functional initiatives with Product and Marketing to map and capture upsell whitespace across our customer base.
* Go through the full customer journey yourself on a regular cadence, from onboarding to adoption to renewal, so you are intimately familiar with what your Account Managers experience and keep improving your coaching and development.
* Coach and develop Account Managers in commercial acumen, negotiation, data savviness and customer understanding. Lead by example, jumping in to meet customers, solve problems and close deals.
* Recruit, onboard and develop Account Managers as we significantly expand the team in line with our 2027 growth plans and five-year plan.
* Build metrics for account health and team effectiveness, and scale processes and automation so the team stays efficient as our customer base grows.
* Shape company strategy as a member of the leadership team, bringing the voice of the customer to every decision.
What you will bring
* 5+ years leading Account Management or Customer Success teams in SaaS, owning retention and expansion targets.
* Strong commercial acumen: you think in revenue, margin and P&L, and you spot and close commercial opportunities.
* Excellent negotiation skills that balance customer value and business profitability.
* A track record of recruiting and developing CSMs and AMs, ideally through a period of rapid headcount growth.
* Experience leading cross-functional initiatives with Product and Marketing to reduce churn and drive expansion.
* Experience leading teams across locations and time zones.
* Deep understanding of SaaS business models and comfort steering on data and metrics.
* Strong communication skills and high emotional intelligence; you inspire teams and build trust with senior (C-level) executives.
* A strong sense of ownership and the ability to thrive in a fast-paced scale-up environment.
* Excellent written and spoken English. Any other language is an advantage with our international team.
What you get
* A fun, young and innovative atmosphere
* An entrepreneurial environment where you learn more every day
* Personal responsibility with a ton of autonomy and growth potential
* A chance to see your work make a real difference in the real world and change a traditional business impacting every day of our lives
* A fantastic location in the city centre of Amsterdam
* Great hangouts with brilliant people