Head of Account Management

Why this role exists:

This role exists to turn customers into long-term champions — through a clear lifecycle framework, strong governance, and a team that knows how to win relationships at scale. You’ll own how we onboard, grow, retain, and re-activate accounts — and how we show measurable customer value across the journey.

What you’ll work on:

You’ll lead the Account Management function and build a consistent customer lifecycle engine: onboarding → adoption → success tracking → expansion → retention → win-back. Your focus: structure + execution + client trust.

What you’ll drive:

Customer lifecycle system

• Build and run a customer lifecycle management framework: onboarding, satisfaction measurement, upsell/expansion, retention, win-back.
• Document and continuously improve customer journeys, key touchpoints, and success moments.
• Introduce account segmentation and resource allocation logic (where we invest time and why).

Programs, policies, and performance

• Build onboarding and account development programs that scale across geos and brands.
• Define Customer Success/Account Management policies, playbooks, and operating cadence.
• Implement satisfaction tools and loyalty initiatives (and make the data actually actionable).

Governance & escalation

• Run business reviews and enforce internal SLAs with clear escalation mechanisms.
• Be the internal “Voice of Customer” — and translate client reality into product/process priorities.

Revenue & leadership

• Define sales targets with leadership; contribute to revenue planning and forecasting.
• Drive training, internal collaboration, and executive engagement on key accounts.
• Contribute to cross-functional initiatives as part of the broader leadership team.

What makes you a GR8 fit:

Must-have

• 3+ years of leadership/management experience in Account Management / Customer Success / Commercial operations.
• Strong track record in B2B (iGaming/gambling, IT, telco, finance, business services are relevant).
• Proven ability to build lifecycle frameworks and processes — and make teams follow them.
• Excellent communication + high EQ: you can handle exec rooms and messy escalations.
• Advanced English + Russian.
• Calm under pressure, strong execution, and serious attention to detail.