RecruitGo is pivoting our post-sales function from reactive support to proactive growth. We are looking for a Head of Account Management to lead this transformation. You will take charge of a team of 3 Account Managers, training them to move beyond “ticket solving” and into true strategic partnership.

You will define the playbook for retaining and upselling our clients while personally managing a portfolio of our most strategic accounts.

Core Responsibilities

1. Team Leadership & Coaching (The “Coach” Role)

• Transform the Culture: Shift the team s mindset from “Customer Support” (reactive) to “Account Management” (proactive).
• Shadow & Train: Join client calls with your team to provide live coaching on negotiation, objection handling, and upselling techniques.
• Standardize Success: Build the “RecruitGo Client Journey,” defining exactly what happens at Day 1, Day 30, and Day 90 to ensure retention.

2. Personal Account Management (The “Player” Role)

• Manage VIPs: Personally handle our Top 20+ strategic clients. You will model the behavior you expect from the team.
• Drive NRR: Own the Net Revenue Retention target for the entire department. Your goal is to ensure our clients grow their headcount with us year-over-year.

3. Operational Efficiency

• Gatekeeper of Focus: Work with our Operations Team to ensure administrative tickets (payroll, taxes) are routed to Ops, freeing up your AMs to focus on relationship building and revenue.

The Ideal Candidate

• Leadership Experience: You have managed a team of CSMs or AMs before and have a track record of improving their performance.
• Sales DNA: You don’t view “upselling” as a dirty word. You understand that helping a client hire their next employee is the best way to serve them.
• Process Builder: You have built Playbooks / QBR structures from scratch. You don’t just follow a process; you create it.
• Metric Oriented: You know how to track NRR, Churn, and Expansion Revenue.