Lead Account Manager – UK (Customer Expansion & Retention)

Location: Hatton Garden, Farringdon, London, UK; hybrid with in-office attendance on Monday, Wednesday, and Thursday and remote work on Tuesday and Friday. Domestic travel across the UK is required from time to time.

Salary: GBP 0 yearly

Company

hirify.global builds enterprise-grade SaaS for customer and employee experiences, including IT service management solutions and AI-powered software.

What you will do

• Own ARR expansion, commercial renewals, upselling, cross-selling, and churn mitigation across a UK portfolio of SMB, Mid-Market, and Enterprise accounts.
• Work with Customer Success Managers in an Account Team/Pod structure to increase product adoption, identify health risks, and protect renewals.
• Promote the hirify.global portfolio, including the ITSM suite and acquired technologies, to uncover use cases and expand customer ARR.
• Engage IT teams, CIOs, and executive sponsors through consultative discussions, technical workflow reviews, and strategic business impact briefings.
• Manage renewal cycles from strategy through procurement negotiation and contract execution, maintaining accurate forecasts and CRM hygiene.
• Develop account growth roadmaps using usage telemetry, support metrics, and business drivers; travel within the UK for executive reviews and strategic events when needed.

Requirements

• 7+ years of quota-carrying B2B SaaS account management or direct sales experience, including a proven record of ARR growth through expansion, cross-selling, and retention.
• Proven experience engaging, presenting to, and negotiating with multiple CIOs and C-level executives.
• Strong IT Service Management (ITSM) and modern enterprise cloud software background, with the ability to communicate with IT practitioners, infrastructure teams, and IT leadership.
• Experience managing horizontal account portfolios across SMB, Mid-Market, and Enterprise segments, including high-velocity growth and complex multi-threaded expansions.
• Experience collaborating with CSMs, Solution Engineers, Support, and Professional Services.
• Willingness to travel domestically within the UK for strategic customer engagement.
• Full professional fluency in English is mandatory.

Nice to have

• Bachelor’s or Master’s degree, or equivalent practical experience.

Culture & Benefits

• Hybrid work model with three office days and two remote days each week.
• Open, collaborative, high-energy environment with continuous career development and cross-functional alignment.
• Daily lunch stipend when working from the office.
• Health and wellness coverage, pension, regular team socials, and commission structures for ARR expansion and retention.
• Domestic UK travel for strategic client milestones, executive business reviews, and flagship events is covered.