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.
• 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