Head of Account Management (all genders)

Job Description

• Lead, coach, and develop a team of Account Managers supporting enterprise customers
• Foster a customer‑centric, commercially minded, and high‑performance culture
• Define clear goals, KPIs, and development paths for your team
• Drive hiring, onboarding, and enablement initiatives to scale the organization
• Act as a hands‑on leader, supporting your team in complex customer situations and strategic initiatives
• Oversee the health, success, and long‑term development of our enterprise customer portfolio
• Build trusted relationships with executive stakeholders and decision‑makers
• Support key accounts through strategic planning, executive business reviews, and value realization initiatives
• Ensure customers maximize adoption, business outcomes, and value from the SCAYLE platform
• Act as an escalation point and trusted advisor for complex customer challenges
• Own customer retention and expansion strategies across the portfolio
• Identify opportunities for upselling and cross‑selling in collaboration with Sales and Customer Success
• Monitor portfolio performance and proactively manage risks and opportunities
• Drive sustainable account growth through strong customer partnerships and business impact
• Act as a strategic interface between customers and internal Product, Technical, and Commercial teams
• Help define and optimize scalable account management processes and governance structures
• Contribute to the evolution of SCAYLE's customer engagement strategy and service offering
• Align business and technical stakeholders to ensure outstanding customer experiences

Qualifications

• 8+ years of experience in Account Management, Customer Success, Consulting, or other customer‑facing leadership roles within SaaS, E‑commerce, or technology environments
• Proven success in leading, coaching, and developing high‑performing customer‑facing teams
• A strong commercial mindset combined with a passion for customer success, value creation, and long‑term relationship building
• Confidence in engaging with senior stakeholders and building trusted relationships at C‑level
• The ability to navigate complex organizations and align business, technical, and customer stakeholders around common goals
• Hands‑on experience managing customer retention, expansion, customer health, and portfolio performance
• A highly analytical and KPI‑driven approach, paired with the ability to make data‑informed decisions
• A passion for working in fast‑paced, high‑growth environments and building structures, processes, and teams that scale
• Excellent communication, presentation, and stakeholder management skills
• Fluency in English

Nice to Have

• Experience with enterprise commerce platforms such as Salesforce Commerce Cloud, commercetools, SAP Commerce, or Shopify Plus
• Experience scaling teams and processes in high‑growth SaaS organizations
• German language skills

Main Benefits

• Flexible working times
• 40% discount on our ABOUT YOU online shop
• Fresh fruits and drinks everywhere
• Language courses (German & English)
• Free sports courses and reduced price for Wellpass membership
• Subsidised public transportation ticket
• Free choice of hardware and operating system (Mac, Windows, Linux) also for private usage
• Modern office in the city centre of Hamburg
• International working environment and English as company language
• Agile work environment and cross‑functional teams
• Dog‑friendly office
• Professional training
• Company pension plan
• Help in relocation and VISA process

Benefits may vary depending on location.