Head of Account Management, EMEA

💰 £110,000 to £130,000 DOE, plus OTE

📍 London

Company & role

This opportunity sits with a global Microsoft CSP that has grown quickly across EMEA and now wants account management run as a proper discipline rather than a set of individual relationships.

The remit is everything that happens after a customer is won. Retention, renewals, expansion and the quality of the commercial relationship across the region. You will take on an established team with budget and intent behind growing it.

The brief is specific. Account plans that actually get used, a rhythm of proactive customer engagement rather than reactive renewal scrambles, and a way of spotting retention risk months before it becomes a problem. The leadership team have been clear that building that operating model is what they are hiring for, and that the person doing it needs the credibility to lead the harder renewals themselves.

There is real breadth to work with. Licensing sits at the core, but the customer base extends across Azure, Security, Copilot, managed support and professional services, so growth conversations go well beyond renewal.

This is an office based role. Four days a week in London, one remote, with customer travel the exception. They are investing heavily in the London HQ and want the account management team, the wider sales team and leadership on the same floor. It is not negotiable, so worth being clear with yourself about it before applying.

Why This Role Stands Out

• You own the discipline, not just the number. The operating model for how this business looks after its customers is yours to build
• An established team to lead with real budget to grow it as the customer base scales
• Retention and growth treated as a function in its own right rather than an afterthought behind new business
• Direct visibility with regional and group leadership, including the commercial leadership in the US
• Breadth across licensing, Azure, Security, Copilot, managed support and professional services
• A business that moves quickly and gives you the autonomy to match

Key Responsibilities

• Build the account management operating model, covering account planning, customer engagement cadence, review rhythm and reporting standards
• Own retention performance across the region, with early visibility of renewals, churn risk, downgrades and revenue at risk
• Drive proactive customer engagement so conversations happen well ahead of renewal events
• Lead the strategic renewals and the harder commercial negotiations personally
• Grow the existing base across licensing, Azure, Security, Copilot, managed support and professional services
• Coach and develop the team, setting clear expectations and holding people to them
• Report on retention, expansion, pipeline and forecast accuracy to regional and group leadership
• Work with Support, Customer Services and Technical teams to resolve issues before they threaten retention
• Grow the function, including recruitment and onboarding as headcount increases

Ideal Experience

• Proven experience leading an account management or customer success team within a Microsoft partner, CSP, MSP or IT solutions business
• A track record of building process rather than inheriting it. Account plans, engagement cadence, health frameworks, early warning indicators
• Real ownership of retention and expansion metrics, including GRR, NRR and churn
• Comfortable leading complex commercial negotiations and holding senior customer relationships directly
• Working knowledge of Microsoft licensing alongside Azure, Security, Copilot or managed services. Depth on programme and pricing mechanics is useful but not essential, as there are specialists in the business for that
• Able to commit to four days a week in London long term