Remote Head of Account Management at RecruitGo

The Mission

RecruitGo is pivoting our post-sales function from reactive support to proactive growth. We are looking for a Head of Account Management to lead this transformation. You will take charge of a team of 3 Account Managers, training them to move beyond "ticket solving" and into true strategic partnership.

You will define the playbook for retaining and upselling our clients while personally managing a portfolio of our most strategic accounts.

Core Responsibilities

1. Team Leadership & Coaching (The "Coach" Role)

Transform the Culture: Shift the team’s mindset from "Customer Support" (reactive) to "Account Management" (proactive).
Shadow & Train: Join client calls with your team to provide live coaching on negotiation, objection handling, and upselling techniques.
Standardize Success: Build the "RecruitGo Client Journey," defining exactly what happens at Day 1, Day 30, and Day 90 to ensure retention.

2. Personal Account Management (The "Player" Role)

Manage VIPs: Personally handle our Top 20+ strategic clients. You will model the behavior you expect from the team.
Drive NRR: Own the Net Revenue Retention target for the entire department. Your goal is to ensure our clients grow their headcount with us year-over-year.

3. Operational Efficiency

Gatekeeper of Focus: Work with our Operations Team to ensure administrative tickets (payroll, taxes) are routed to Ops, freeing up your AMs to focus on relationship building and revenue.

The Ideal Candidate

Leadership Experience: You have managed a team of CSMs or AMs before and have a track record of improving their performance.
Sales DNA: You don't view "upselling" as a dirty word. You understand that helping a client hire their next employee is the best way to serve them.
Process Builder: You have built Playbooks / QBR structures from scratch. You don't just follow a process; you create it.
Metric Oriented: You know how to track NRR, Churn, and Expansion Revenue.