We are looking for a hands-on Head/Manager of Account Management to lead our Portuguese market as part of our Customer Experience (CX) organization. Reporting to the Accounts Senior Director, you will own the retention, expansion, and customer success strategy for one of our key markets. This role combines strategic leadership with strong operational execution. You will be expected to stay close to the day-to-day reality of the business, support your team through complex customer situations, and drive continuous improvements across customer experience, retention, and revenue growth. We are looking for a player-coach who enjoys working closely with Account Managers, solving customer challenges, analyzing performance data, and turning insights into action. What You'll Be Doing Own customer retention, renewal, and expansion targets for the Portuguese market. Develop and execute initiatives to increase customer lifetime value and reduce churn. Monitor team performance and ensure KPIs are consistently achieved. Lead and Develop a High-Performing Team Recruit, onboard,



and develop top Account Management talent. Coach Account Managers through complex customer situations, negotiations, and escalations. Foster a high-performance culture focused on accountability, customer outcomes, and continuous improvement. Conduct regular performance reviews and provide actionable feedback. Own Operational Excellence Stay close to the day-to-day operation and proactively identify opportunities for improvement. Support the team in managing high-risk accounts, customer escalations, product-related challenges, and renewal risks. Design, implement, and optimize processes that improve efficiency, customer satisfaction, and business results. Use data to identify trends, uncover root causes, and drive informed decision-making. Act as the Voice of the Customer and Market Build strong cross-functional relationships with Product, Sales, Marketing, and Operations. Translate customer feedback and mar

📌 Head of account management portuguese market (Madrid)
🏢 Factorial
📍 Madrid