[Hiring] Head of Customer Account Management @Swapcard

Role Description

Swapcard is the platform behind some of the largest trade shows, conferences, and association events in the world, and our Customer Account Managers own the relationship with the organizers who run them. We're investing in the next stage of that relationship: growth.

• Portfolio: 500+ events across our installed base, run by organizers whose portfolios range from a handful of events to well over a hundred.
• Team: 10+ people spread between the US and Europe. Two CAM leads report to you directly who run the rest of the team.
• Target: +20% growth on the installed base, delivered through an account-based strategy.
• Two levers: Higher penetration of each client's event portfolio, and upsell of digital add-ons and additional modules on the events already running on Swapcard.
• Mandate: Renew, expand, and prevent churn and downsell.

Responsibilities

• Lead the CAM team across North America and EMEA through your Strategic Account Managers and Team Leads.
• Own the number: Carry the +20% growth target and build the account-based plan behind it.
• Protect the base: Build the early-warning discipline to manage churn and downsell.
• Build the growth motion: Shape the qualification standard and keep the picture current.
• Coach on live calls: Join discovery calls and help shape future conversations.
• Own the KPIs and the weekly rhythm: Monitor activity, contact creation, qualification progress, and outreach.
• Run the enablement programme: Build, run, and certify the team on real accounts.
• Align the system: Ensure collaboration across Marketing, Revenue Ops, Sales Enablement, Solution Design, and Product.
• Partner with Marketing on account-based campaigns: Work collaboratively on personas, account selection, and sequencing.
• Influence the roadmap: Provide structured insights from the account base back to Product.
• Keep the data trustworthy: Maintain account context, classification, and CRM hygiene.
• Escalate what matters, early: Surface issues that stand between a client and a decision.

Qualifications

• A growth builder in SaaS with experience delivering growth within an existing customer base.
• No event industry experience needed; we can teach you the industry.
• Account-based, in practice: Experience leading and implementing an account-based strategy for a SaaS business.
• A complex seller: Experience with long sales cycles and navigating multiple business units within the same account.
• An account manager who became a strong coach: Ability to develop people in the moment.
• A leader of distributed teams: Experience managing managers and a fully distributed team across time zones.
• A systems thinker with an engineer's mindset: Strong analytical skills and organized.
• Direct: Comfortable in difficult customer conversations and willing to ask hard questions.
• Composed under pressure: Ability to maintain performance in a fast-moving, high-stakes environment.
• A clear, credible communicator: Ability to report upward and partner across functions.

Experience

• 7 to 10+ years in account management, customer success, or commercial roles, including at least 3 managing managers or a distributed team.

Language

• Fluent English; French is a plus, not a requirement.

Benefits

• International team with 40+ nationalities.
• Remote-first policy with headquarters in Paris.
• Thriving startup with career growth opportunities.
• Open-minded culture that appreciates differences.
• Feedback-driven, supportive & curious team with a DIY mindset.
• Generous Paid Time Off to ensure you have time for what matters most.
• Remote perks designed to optimize your working experience.
• In-person social gatherings to celebrate our achievements.
• 100% of your health insurance contribution paid by Swapcard.
• Work-from-home budget for equipment.
• Co-working space budget to support remote work.
• Learning budget to help you develop new and existing skills.
• Mental health care initiatives to support your well-being.