In this hands-on leadership role, you will own retention, expansion, and customer success strategy for the Portuguese market within the CX organization. You’ll lead a high-performing team, guide complex customer scenarios, and drive improvements across experience, retention, and revenue. You’ll stay close to day-to-day operations while turning data-driven insights into action. This is a player-coach role that shapes product and service improvements through strong cross-functional collaboration. Alan as private health insurance Wellhub gym and wellness benefits Cobee expense management Language classes Breakfast in office and organic fruit Pet friendly workplace Own retention, renewal, and expansion targets for the Portuguese market Develop initiatives to increase customer lifetime value and reduce churn Monitor team performance and ensure KPIs are met Recruit, onboard, and develop Account Management talent Coach Account Managers through complex situations, negotiations,



and escalations Foster a high-performance culture focused on accountability and continuous improvement Conduct performance reviews and provide actionable feedback Identify opportunities for operational improvements in day-to-day activities Support high-risk accounts, escalations, product challenges, and renewal risks Design and optimize processes to boost efficiency, satisfaction, and business results Leverage data to identify trends, root causes, and informed decisions Voice of the Customer and Market: translate feedback into actionable recommendations Advocate for Portuguese customers and influence product and service improvements Native Portuguese speaker with direct experience in the Portuguese market 3+ years of leadership in Account Management, Customer Success, CX, or related SaaS function Strong SaaS or technology industry background Proven ownership of retention, renewals, upselling, cross-selling, and expansion metrics Experience in fast-paced, high-growth environments Strong problem-solving and analytical abilities Ability to navigate ambiguity and make data-driven decisions Excellent coaching and people development capabilities Customer success metrics and KPI tracking Escalation management and stakeholder negotiations Head of Account Management Portuguese Market - Factorial HR barcelona, catalunya, es #J-18808-Ljbffr

📌 Head Of Account Management Portuguese Market (Eixample)
🏢 Factorial
📍 Eixample