Account Management Lead (Strategy & Retention)

Job Description:The Account Management Team Lead is responsible for leading a team of Senior and Account Managers handling both Standard and Recovery accounts. This role ensures the successful execution of client retention strategies, revenue preservation, upselling, and payment collection. The Team Lead will drive performance through structured reporting, coaching, and operational alignment ensuring the team meets monthly targets on touchpoints, renewals, upsells, and collections.Key Responsibilities: Client Retention & Churn RecoveryImplement and monitor client retention strategies, ensuring accounts are proactively managed before renewal datesTrack and support the recovery of churned or at risk accounts, with clear action plans and recovery timelinesIdentify trends in client loss and coach the team to preempt similar risks in the future Revenue & Upsell PerformanceMonitor individual and team targets for renewals, upselling, revenue retention and Strategic RecoveryConduct pipeline reviews and upsell strategy sessions to support all Senior & Account Managers in closing opportunities Payment Collection MonitoringOversee the team’s payment collection follow ups in coordination with both Clients and Finance teamSet weekly goals for aging reduction, and escalate overdue accounts as necessaryEnsure billing disputes or collection issues are resolved in a timely manner Client Segmentation StrategyDefine and implement segmentation logic for standard vs. high-risk/recovery accountsCustomize engagement tactics and frequency based on client tier, lifetime value, or contract type Reporting & AnalyticsPrepare and present weekly and monthly team reports covering the ff: Client engagement/touchpoints Renewal pipeline Upsell pipeline Revenue retention Collection statusUse insights to adjust strategies and coach the team toward improved outcomes (Weekly sync with Sr. Director and Head) Strategic Planning & ExecutionWork with senior leadership to define annual and quarterly goals for the Account Management team including targets for client retention, upselling and suchTranslate strategy into actionable team KPIs, projects, and client engagement initiatives Team DevelopmentConduct regular one-on-ones, coaching sessions, and performance reviewsSupport onboarding and training of new Account ManagersFoster a culture of accountability, client focus, and continuous improvementMinimum Qualifications:Bachelor’s degree in Business Administration, Marketing, Communications, or any related fieldAt least 2-4 years of experience in Account Management or Client Services, with leadership or supervisory experience is an advantageExcellent communication and client-facing skills, with strong problem-solving and negotiation capabilitiesStrong organizational and time management skillsDeep understanding of client lifecycle management, from onboarding through retention and renewalAble to analyze data and use insights to improve revenue retention, upselling, and collection performanceWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.