Head of Customer Account Management (SaaS)

Location: Remote in Canada or London, United Kingdom

Company

hirify.global provides a SaaS platform for trade shows, conferences, and association events.

What you will do

• Lead the Customer Account Management teams across North America and EMEA through two Team Leads and Strategic Account Managers.
• Own a 20% growth target across more than 500 events through account-based expansion, portfolio penetration, renewals, and upselling digital add-ons and modules.
• Build qualification standards, forecasting discipline, KPI reporting, and early-warning processes for churn and downsell.
• Coach CAMs on live discovery calls, debrief conversations, and run enablement and certification programs using real accounts.
• Align Marketing, Revenue Operations, Sales Enablement, Solution Design, and Product around account-based campaigns and customer insights.
• Maintain trustworthy account and CRM data, influence the product roadmap, and escalate commercial, product, and timing risks early.

Requirements

• 7–10+ years of experience in account management, customer success, or commercial roles, including at least 3 years managing managers or distributed teams.
• Demonstrated SaaS growth experience across qualification, cadence, forecasting, and expansion pipeline development.
• Experience leading and implementing account-based strategies with Marketing as an active partner.
• Experience managing complex sales cycles involving multiple business units, long timelines, and multiple stakeholders.
• Strong coaching, analytical, process-oriented, CRM, spreadsheet, communication, and customer-conversation skills.
• Fluent English required; French is optional. The role is remote in Canada or London, United Kingdom.

Nice to have

• Experience in events, media, or B2B marketplaces.
• French language skills.

Culture & Benefits

• Values include curiosity, value-driven decision-making, empathy, resilience, and ownership.
• Distributed collaboration across North America and Europe.
• Work focuses on meaningful customer outcomes, continuous learning, and accountable execution.