Head of Account Management (all genders)

Lead, coach, and develop a team of Account Managers supporting enterprise customers.

Foster a customer‑centric, commercially minded, and high‑performance culture.

Define clear goals, KPIs, and development paths for your team.

Drive hiring, onboarding, and enablement initiatives to scale the organization.

Act as a hands‑on leader, supporting your team in complex customer situations and strategic initiatives.

Oversee the health, success, and long‑term development of our enterprise customer portfolio.

Build trusted relationships with executive stakeholders and decision‑makers.

Support key accounts through strategic planning, executive business reviews, and value realization initiatives.

Ensure customers maximize adoption, business outcomes, and value from the SCAYLE platform.

Act as an escalation point and trusted advisor for complex customer challenges.

Own customer retention and expansion strategies across the portfolio.

Identify opportunities for upselling and cross‑selling in collaboration with Sales and Customer Success.

Monitor portfolio performance and proactively manage risks and opportunities.

Drive sustainable account growth through strong customer partnerships and business impact.

Act as a strategic interface between customers and internal Product, Technical, and Commercial teams.

Help define and optimize scalable account management processes and governance structures.

Contribute to the evolution of SCAYLE's customer engagement strategy and service offering.

Align business and technical stakeholders to ensure outstanding customer experiences.

Qualifications

• 8+ years of experience in Account Management, Customer Success, Consulting, or other customer‑facing leadership roles within SaaS, E‑commerce, or technology environments.
• Proven success in leading, coaching, and developing high‑performing customer‑facing teams.
• A strong commercial mindset combined with a passion for customer success, value creation, and long‑term relationship building.
• Confidence in engaging with senior stakeholders and building trusted relationships at C‑level.
• The ability to navigate complex organizations and align business, technical, and customer stakeholders around common goals.
• Hands‑on experience managing customer retention, expansion, customer health, and portfolio performance.
• A highly analytical and KPI‑driven approach, paired with the ability to make data‑informed decisions.
• A passion for working in fast‑paced, high‑growth environments and building structures, processes, and teams that scale.
• Excellent communication, presentation, and stakeholder management skills.
• Fluency in English.

Nice to Have

• Experience with enterprise commerce platforms such as Salesforce Commerce Cloud, commercetools, SAP Commerce, or Shopify Plus.
• Experience scaling teams and processes in high‑growth SaaS organizations.
• German language skills.

Main Benefits

• Flexible working times.
• 40% discount on our ABOUT YOU online shop.
• Fresh fruits and drinks everywhere.
• Language courses (German & English).
• Free sports courses and reduced price for Wellpass membership.
• Subsidised public transportation ticket.
• Free choice of hardware and operating system (Mac, Windows, Linux) also for private usage.
• Modern office in the city centre of Hamburg.
• International working environment and English as company language.
• Agile work environment and cross‑functional teams.
• Dog‑friendly office.
• Professional training.
• Company pension plan.
• Help in relocation and VISA process.

Benefits may vary depending on location.