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 insuranceWellhub gym and wellness benefitsCobee expense managementLanguage classesBreakfast in office and organic fruitPet friendly workplaceOwn retention, renewal, and expansion targets for the Portuguese marketDevelop initiatives to increase customer lifetime value and reduce churnMonitor team performance and ensure KPIs are metRecruit, onboard, and develop Account Management talentCoach Account Managers through complex situations, negotiations,



and escalationsFoster a high-performance culture focused on accountability and continuous improvementConduct performance reviews and provide actionable feedbackIdentify opportunities for operational improvements in day-to-day activitiesSupport high-risk accounts, escalations, product challenges, and renewal risksDesign and optimize processes to boost efficiency, satisfaction, and business resultsLeverage data to identify trends, root causes, and informed decisionsVoice of the Customer and Market: translate feedback into actionable recommendationsAdvocate for Portuguese customers and influence product and service improvementsNative Portuguese speaker with direct experience in the Portuguese market3+ years of leadership in Account Management, Customer Success, CX, or related SaaS functionStrong SaaS or technology industry backgroundProven ownership of retention, renewals, upselling, cross-selling, and expansion metricsExperience in fast-paced, high-growth environmentsStrong problem-solving and analytical abiliti

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