Lead Account Manager (Customer Expansion & Retention)

Location: Hybrid role based at the Hatton Garden, Farringdon hub in London, UK, with in-office work on Monday, Wednesday, and Thursday and remote work on Tuesday and Friday. The territory is the Netherlands, with occasional business travel required for executive business reviews, CIO alignment sessions, and customer events.

Salary: GBP 0 per year.

Company

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

What you will do

• Own commercial growth, renewals, account expansion, upselling, cross-selling, and churn mitigation across Dutch SMB, Mid-Market, and Enterprise accounts.
• Partner with Customer Success Managers in an integrated account pod 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 practitioners, infrastructure teams, CIOs, and executive sponsors as a consultative business and technical partner.
• Manage renewal strategy, procurement negotiations, contract execution, account roadmaps, usage analysis, and business-driver reviews.
• Maintain CRM hygiene and reliable expansion pipeline and ARR forecasts, while travelling to the Netherlands for strategic customer milestones when needed.

Requirements

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

Nice to have

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

Culture & Benefits

• Hybrid working model with three London 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, team socials, and commission structures tied to ARR expansion and retention.
• Business travel to the Netherlands is supported for strategic customer milestones, executive business reviews, and partner events.