Head of Account management

Hello

Factorial is on the lookout for a dynamic individual to step into the role of Head of Account Management - Small Account to help drive our company to new heights.

About the Role

We are seeking a strategic and growth-driven Head of Account Management - Small Account within our department of Small Accounts. This segment covers a large volume of clients with limited human touch and represents a key opportunity to drive Net Revenue through two main levers: Minimizing churn, and Maximizing scalable upsell.

Your mission will be to build and operate a scalable growth model that delivers measurable results through automation, data-driven prioritization, and lean human involvement. You'll work cross-functionally to ensure this portfolio grows efficiently and sustainably, while delivering a seamless customer experience.

What You'll Do

• Own and drive the growth strategy for all small accounts, focused on:
• Churn prevention via early signals, lifecycle programs, and tech-touch journeys.
• Scalable upselling using product usage signals, automation, and commercial playbooks.
• Build and lead a lean team of Account Managers and specialists to execute the strategy at scale.
• Design and continuously optimize the "Run at Scale" operating model by combining automation, structured workflows, and customer insights — and extrapolate this model to other segments across Factorial when applicable.
• Collaborate with Customer Support, Product, Marketing, and Revenue Ops to orchestrate a consistent, efficient experience.
• Lead automation and tooling initiatives to reduce manual effort while increasing impact.
• Implement dashboards, reporting systems, and A/B testing logic to evaluate and evolve engagement models.
• Ensure alignment within all long-tail strategies to create a unified approach across all segments and markets.

What We're Looking For

• 6+ years of experience in Account Management, Customer Success, or Scaled Growth within a SaaS or tech company.
• Proven success in owning and improving retention and upsell KPIs across large customer bases.
• Deep understanding of automation tools, CRM workflows, lifecycle engagement, and scalable CS models.
• Strong data analysis and experimentation skills.
• Experience building and leading small, high-performing teams in fast-paced environments.
• Fluent in English; additional languages are a plus

Nice to Have

• Experience working in SaaS companies.
• Familiarity with CS at Scale / Low-Touch models.
• Background in PLG (Product-Led Growth) or tech-enabled commercial models.

Experience with customer segmentation and lifecycle monetization.

Perks of being part of our team

• Save expenses with Cobee and get your salary in advance with Payflow
• TaxDown to simplify your taxes and maximize your savings
• Healthy life with Gympass and Alan as private health insurance
• Language classes with Yolk Academy & Factorial Language exchange
• Syra and Apeteat discounts
• Breakfast in the office, organic fruit and free caffeine and theine
• Flexible schedules , pet Friendly and no dress code

What's in it for you?

• Structured career paths to support your professional growth- we don't believe in dead ends.
• Transparent salary grids from 40.000€ to 50.000€ OTE, with a 70/30 split (fixed/variable).
• Uncapped monthly variable your ambition sets the limit, not us

Is this you\?\ Come rock the world with usAbout us

Factorial is an all-in-one HR Software fast-growing company founded in 2016. Our mission is to help SMEs automate HR workflows, centralize people data and make better business decisions. Currently, serves thousands of customers in over 60 countries all over the world and across industries, it has built a super diverse and multicultural team of over +1200 people in Barcelona, Brazil and Mexico offices.

Our Values

• We own it: We take responsibility for every project. We make decisions, not excuses.
• We learn and teach: We're dedicated to learning something new every day and, above all, share it.
• We partner: Every decision is a team decision. We trust each other.
• We grow fast: We act fast. We think that the worst mistake is not learning from them.

Wanna learn more about us? Check our website