Account Management Lead Strategy And Retention

Job Description:

The Account Management Team Lead is responsible for leading a team of Senior and Account Managers handling both Standard and Recovery accounts. This role ensures the successful execution of client retention strategies, revenue preservation, upselling, and payment collection. The Team Lead will drive performance through structured reporting, coaching, and operational alignment ensuring the team meets monthly targets on touchpoints, renewals, upsells, and collections.

Key Responsibilities:

• Client Retention & Churn Recovery
• Implement and monitor client retention strategies, ensuring accounts are proactively managed before renewal dates
• Track and support the recovery of churned or at risk accounts, with clear action plans and recovery timelines
• Identify trends in client loss and coach the team to preempt similar risks in the future
• Revenue & Upsell Performance
• Monitor individual and team targets for renewals, upselling, revenue retention and Strategic Recovery
• Conduct pipeline reviews and upsell strategy sessions to support all Senior & Account Managers in closing opportunities
• Payment Collection Monitoring
• Oversee the team’s payment collection follow ups in coordination with both Clients and Finance team
• Set weekly goals for aging reduction, and escalate overdue accounts as necessary
• Ensure billing disputes or collection issues are resolved in a timely manner
• Client Segmentation Strategy
• Define and implement segmentation logic for standard vs. high-risk/recovery accounts
• Customize engagement tactics and frequency based on client tier, lifetime value, or contract type
• Reporting & Analytics
• Prepare and present weekly and monthly team reports covering the ff:
• Client engagement/touchpoints
• Renewal pipeline
• Upsell pipeline
• Revenue retention
• Collection status
• Use insights to adjust strategies and coach the team toward improved outcomes (Weekly sync with Sr. Director and Head)
• Strategic Planning & Execution
• Work with senior leadership to define annual and quarterly goals for the Account Management team including targets for client retention, upselling and such
• Translate strategy into actionable team KPIs, projects, and client engagement initiatives
• Team Development
• Conduct regular one-on-ones, coaching sessions, and performance reviews
• Support onboarding and training of new Account Managers
• Foster a culture of accountability, client focus, and continuous improvement
  
  
  

Minimum Qualifications:

• Bachelor’s degree in Business Administration, Marketing, Communications, or any related field
• At least 2-4 years of experience in Account Management or Client Services, with leadership or supervisory experience is an advantage
• Excellent communication and client-facing skills, with strong problem-solving and negotiation capabilities
• Strong organizational and time management skills
• Deep understanding of client lifecycle management, from onboarding through retention and renewal
• Able to analyze data and use insights to improve revenue retention, upselling, and collection performance
  
  
  

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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