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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading high-performing Account Management teams, focusing on revenue retention and expansion within the SaaS industry. Proficient in managing complex negotiations, forecasting, and utilizing data to drive customer success and account growth.
Highest-signal resume keywords
Account Management LeadershipRevenue Retention and ExpansionSaaS Customer EconomicsExecutive-Level Stakeholder ManagementCommercial Coaching
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
NRRGRRChurn ManagementRenewalsForecastingData AnalysisNegotiationUpsellingPerformance ManagementAccount Growth Strategies
Soft Skills
CoachingPeople LeadershipCustomer FocusAccountabilityCross-Functional Collaboration
Tools & Technologies
LMSLXPHR TechnologyB2B SaaS
Industry Keywords
Customer HappinessCommercial PerformanceStakeholder PlanProduct AdoptionEnterprise Renewals
About the role
Key responsibilities & impact- Lead, coach and develop the team of Account Directors
- Own the commercial performance of Thrive's existing mid-market and UK customer base
- Own NRR, GRR, renewals and expansion revenue across the mid-market customer base
- Maintain an accurate customer revenue forecast with visibility of renewals, expansion opportunities and risk
- Ensure every account has a clear retention, growth and stakeholder plan
- Coach Account Directors on pricing, negotiation, upsell and multi-year renewals
- Identify churn and revenue risk early and ensure action plans and accountability
- Build an expansion culture around product adoption, new use cases and wider stakeholder groups
- Use customer data, product adoption and account insight to assess health and identify growth opportunities
- Champion customer happiness and act on feedback, challenges and escalations
- Handle key customer escalations, renewals and commercial negotiations requiring senior leadership
- Partner with Learning Impact, Product, Marketing, Content Platform Admin and Support teams around customer outcomes
- Own Account Director performance and development through targets, coaching and deal/performance reviews
Requirements
What you’ll need- Proven experience leading a high-performing Account Management or Customer Growth team in SaaS
- Strong track record of delivering revenue retention and expansion targets
- Deep understanding of NRR, GRR, churn, renewals and SaaS customer economics
- Exceptional commercial coaching and people leadership skills
- Experience managing complex enterprise renewals and negotiations
- Strong forecasting discipline and ability to manage a significant recurring revenue book
- Excellent executive-level stakeholder management
- Commercially ambitious while remaining deeply customer-focused
- Confident using data to identify risk, opportunity and performance gaps
- Comfortable holding people accountable and raising the standard of performance
- Able to work cross-functionally to mobilise teams around customer and revenue priorities
- Experience in LMS, LXP, HR technology or B2B SaaS (desirable)
- Experience managing global enterprise customers (desirable)
- Experience building or scaling an Account Management function through rapid growth (desirable)
- Experience working with multi-million-pound enterprise accounts (desirable)
Benefits
Comp & perks- Unlimited Holiday to support work-life balance
- Thrivedays—a reduced workday every Friday (10:00–15:00), with no internal meetings
- Flexible Working Hours within core hours (10:00–16:00)
- Birthday & Christmas Off, including festive shutdown between Christmas & New Year
- Work From Anywhere—fully remote-friendly (4 weeks a year)
- Health Cash Back Plan with Health Shield
- Employee Assistance Program for confidential support
- Financial support program via Maji
- Salary Sacrifice Pension Scheme
- Death in Service (4x annual salary)
- Green Car Scheme through salary sacrifice
- Cycle to Work Scheme—save up to 42% on a new bike
- Perks at Work—30,000+ national & local employee discounts via CharlieHR & Health Shield