Head of Account Management & Customer Success

Head of Account Management & Customer Success

3–5 minutes | | 10th October 2025 Location: Primarily office-based, with a typical weekly split of approximately 3 days in Manchester and 1–2 days in Ulverston (depending on business needs). Includes occasional international travel. Reports to: Director Salary: £50,000+ (dependent on experience and interview performance) Additional performance-related bonus About Citrus-Lime Citrus-Lime is a fast-growing SaaS business providing Cloud POS, an end-to-end retail system designed specifically for independent retailers in the Cycle, Equestrian, and Outdoor sectors. Our platform brings together EPOS, Stock Control, Ecommerce, Supplier Data, Payments, Reporting and more—helping retailers streamline operations, improve customer experience, and grow sustainably. We are profitable, financially strong, and process over £750 million in customer revenues annually. Since launching Cloud POS in 2018, we’ve transformed independent Cycle retail in the UK and are rapidly expanding in Outdoor and Equestrian. Our next stage of growth is international, with key focus areas in the USA, Canada, and Australia. At Citrus-Lime, we believe that long-term success comes from building a consistent team of engaged, motivated people. When our customers grow, we grow. We aim to double our turnover in the next five years, driven heavily by international expansion. About the Role We are looking for a Head of Account Management & Customer Success to lead and develop our growing Customer Success function. The team currently consists of 8 colleagues across three sub-departments: Account Management, SEO, and DMS, split over two locations, so experience managing distributed teams is essential. This is a hands-on leadership role. You will be managing a small, specialist team directly and working closely with some customers yourself. Success comes from close coaching, direct involvement, and developing individuals in a compact, multidisciplinary group. This role is both hands-on and strategic. You will focus on coaching and developing the team while also retaining a small portfolio of accounts to stay close to customer needs. You will translate company goals into clear actions, drive customer outcomes, improve processes, and play a visible role in supporting the adoption of our SaaS platform across the UK and internationally. You will report directly to the Business Development Director and will collaborate closely with teams across the business to strengthen customer relationships, retention, and long-term success. You’ll also sit on the leadership team, helping shape strategic company decisions alongside heads of department. This role offers the opportunity to: Shape and grow the Customer Success function as we expand in the USA, Canada, and Australia. Lead a multi-disciplinary team including Account Managers, SEO Executives, and Digital Marketing Executives. Drive the adoption and success of innovative SaaS solutions in independent retail. Gain valuable leadership experience overseeing a team split between Manchester and Ulverston. Travel internationally to represent Citrus-Lime. Grow your salary significantly over time. Key Responsibilities Lead, coach, and develop an 8-person Customer Success team. Translate company strategy into clear departmental goals and deliverables. Oversee Account Management, SEO, and Digital Marketing Campaign performance. Manage customer escalations and support the team with complex issues. Maintain a small portfolio of accounts to stay connected to customer needs. Identify opportunities for upsell, cross-sell, and increased adoption of Cloud POS. Monitor KPIs and provide regular reporting. Collaborate with other departments to ensure a seamless customer journey. Improve processes to maximise efficiency and customer outcomes. Demonstrate and promote Citrus-Lime’s core values: curiosity, empathy, creativity, problem-solving, coachability, and commercial thinking. Proven management experience—must be able to coach, develop, and motivate a team. Experience managing teams across multiple locations. Ideally experienced in SaaS, retail technology, or digital services. Strong background in Customer Success, Account Management, or similar client-facing role. Commercial awareness with a track record in retention and revenue growth. Excellent communication, problem-solving, and stakeholder management skills. Analytical and data-driven, with the ability to act on insights. Able to balance operational work with strategic leadership. Willing and able to travel internationally when required. Success measures y ou will be assessed against: Customer retention and satisfaction. Revenue growth through upsell and cross-sell. SEO and Shopping Campaign performance. Team development and engagement. Achievement of company objectives through Customer Success. Growth of international customer revenues (USA, Canada, Australia, Ireland, Europe). What we offer A key role shaping our Customer Success function during rapid international growth. Development across account management, SEO, and digital campaign leadership. Clear career progression and support with daily stand-ups, fortnightly one-to-ones, and annual reviews. Training investment and skill development opportunities 31 days’ holiday, including bank holidays and time off at Christmas. Private healthcare, including dental, optical, and mental health support. This is a fantastic opportunity for a proven leader who thrives in a fast-paced SaaS environment, is motivated by helping customers succeed, and wants to guide a talented and growing team through the next stage of Citrus-Lime’s growth in the UK and internationally, with a focus on USA, Canada and Australia.

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