Head of Account Management & Customer Success

Head of Account Management & Customer Success

4 minutes | | 10th October 2025 Location: Primarily office-based (with occasional international travel) Reports to: Director Salary: £50,000+ (Depending on the applicants experience and interview performance) Additional Performance related bonus Citrus-Lime is a fast-growing SaaS business delivering Cloud POS, our end-to-end retail solution, to independent retailers in the Cycle, Equestrian and Outdoor industries. Our platform brings together EPOS, Stock Control, Ecommerce, Supplier Data, Payments, Reporting, and more, helping retailers streamline their processes, serve customers better, and grow sustainably. We are profitable and well run financially with a strong balance sheet. Our product launched in 2018 and we now process £750 million of customer revenues per year, we are high growth and hugely ambitious. We remain proudly rooted in the independent retail sector. We’ve revolutionised Cycle retail in the UK and continue to strengthen Outdoor and Equestrian. Today, we are focused on ambitious international expansion, with primary growth targets in the USA, Canada and Australia. At Citrus-Lime, we believe that a consistent team of engaged people leads to growth and success for everyone. When our customers win, we win too. Our objective is to double the turnover of our business in next five years, heavily focused on international expansion (we’ve added 20% to our customer count in the USA in the last two years). As Head of Account Management & Customer Success, you will lead and develop a growing team of Success colleagues, including Account Managers, SEO Executives, and Shopping Campaign Executives. Your team is central to ensuring that our customers achieve measurable success with Cloud POS, and that they remain long-term advocates for Citrus-Lime. This is both a leadership and hands-on role: while your priority is coaching and guiding the team, you will also retain a small portfolio of accounts to stay close to the customer experience. Reporting directly to the Business Development Director, you will interpret strategic goals and drive outcomes through your own initiative, leadership, and innovation. You will balance day-to-day team management with shaping processes that strengthen customer relationships, retention, and growth. This role offers the opportunity to: Shape and grow the Customer Success function as Citrus-Lime expands into the USA, Canada and Australia. Gain broad leadership experience across multiple disciplines inc. account management, SEO, and digital campaign delivery. Play a visible role in the adoption and success of innovative SaaS solutions that are transforming independent retail. The role is primarily office-based, but includes opportunities for international travel, engaging with customers and representing Citrus-Lime abroad. Significantly increase your salary in the coming years. Key Responsibilities: Lead, motivate, and develop a growing team of Success colleagues. Translate company strategy into clear team objectives and action plans. Oversee Account Management, SEO, and Shopping Campaign functions to deliver outstanding customer experiences. Handle customer escalations and support the team with complex challenges. Retain ownership of a small number of accounts to maintain insight into customer needs. Identify and deliver opportunities for upsell, cross-sell, and expanded adoption of Cloud POS. Monitor KPIs and provide regular performance updates. Collaborate with other departments to ensure seamless customer journeys. Evolve processes and best practices to improve efficiency and customer outcomes. Embody and promote Citrus-Lime’s values: curiosity, empathy, problem-solving, creativity, coachability, and commercial acumen. Key Skills & Experience Strong curiosity and a constant desire to learn and improve. Proven experience leading a team, ideally in SaaS, retail technology, or digital services. Strong background in customer success, account management, or related client-facing role. Demonstrated ability to manage, coach, develop, and inspire others. Commercial acumen with a track record in retention, upsell, or campaign success. Excellent communication, problem-solving, and stakeholder management skills. Analytical mindset with the ability to interpret data and act on insights. Comfortable balancing operational priorities with strategic input. Willingness and ability to travel internationally when required. Success Measures You will be measured against: Customer retention and satisfaction Revenue growth from up-sell and cross-sell Performance of campaigns (SEO and Shopping) Team engagement and development Delivery of company objectives through customer success initiatives Growth of our US and international customers revenues and resulting revenues for Citrus-Lime USA & Canada Australia Ireland Europe What We Offer At Citrus-Lime, we know people thrive when they feel supported, valued, and challenged. We offer: The chance to shape the future of our Customer Success function during an exciting phase of international growth. Broad leadership experience across account management, SEO, and digital campaign delivery. A clear career development framework, with daily stand-ups, fortnightly one-to-ones, and annual reviews. Training investment and opportunities to grow your skills. Flexible working where possible. A minimum of 23 days’ holiday including our Christmas/New Year closure plus all UK bank holidays. Private healthcare package, including dental, optical and mental health support. A collaborative, passionate team culture where “change is good”, innovation is encouraged, and your impact will be visible every day. 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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