ðAt Factorial we're looking for an Manager of Enterprise Accounts to join our Customer Experience leadership team and own the performance of our most strategically important accounts. You will manage a team of Key Account Managers, each of whom owns a portfolio of the largest and most important enterprise accounts. Your job is to make sure the full enterprise book grows, renews cleanly, and deepens product adoption - while building the commercial capability of your KAMs to operate at C-suite level.
You'll report directly to the Head of XL Accounts and partner closely with Enterprise Sales, Product, and Finance.
These relationships require executive-level presence, commercial sophistication, and a deep understanding of how enterprise procurement and renewal cycles work.
The Enterprise Manager is the person who sets the commercial strategy for this portfolio, coaches KAMs through complex renewals and negotiations, and is ultimately accountable for the team's Net Dollar Retention.
Drive Net Dollar Retention, Gross Renewal Rate, and expansion ARR across the full account portfolio.
Commercial leadership on renewals: Lead or co-lead the most complex, highest-risk contract renewals in the portfolio. Executive relationship management: You are the escalation point when relationships need senior presence — and you use those relationships proactively, not just reactively.
Define and enforce the methodology for account health management: stakeholder coverage, QBR cadence, product usage benchmarks, and early churn signals. You use data to drive commercial decisions, not just to report on them.
Set clear performance expectations, run structured 1:1s focused on commercial skill development, and build the kind of team where KAMs grow into senior commercial leaders.
Represent the enterprise customer base in conversations with Product, Engineering, and Finance. What are we looking for ðEnterprise SaaS/Consultancy background +4 years of experience in enterprise customer success, accou