• Lead & Develop: Coach, mentor, and build a high-performing team of Category Managers and Brand Managers, establishing a culture of mastery and continuous growth.
• Revenue Protection & Growth: Directly own Month 3 and Month 6 customer retention, contract renewals, and upsell pipelines across all business categories and locations.
• Executive Reviews: Design and run category and brand executive reviews, presenting clear performance trends to senior leadership.
• Renewal Governance: Build and maintain a robust governance framework so that no contract lapses without full visibility and proactive outreach.
• Metrics & Reporting: Keep our commercial engine running cleanly by tracking, analyzing, and reporting on key metrics for revenue protection and expansion.
• Cross-Functional Partnership: Collaborate closely with Product, Marketing, and Customer Support teams to identify new opportunities and deliver a seamless customer experience.

Experience & Background

• Required Experience: Typically 8+ years of progressive experience leading account management, category management, or customer retention teams.
• Commercial Expertise: Strong commercial acumen with a proven track record in portfolio management and high-stakes negotiation.
• Data Competency: Comfort using data to spot trends, guide strategy, and manage large customer cohorts effectively.
• Scaling Frameworks: Demonstrated experience scaling commercial systems and frameworks in fast-growing teams.
• Stakeholder Management: Natural ability to build trust and navigate relationships with senior stakeholders.
• Preferred Tech Background: Experience working in tech, fintech, SaaS, or highly regulated environments.
• Preferred Systems Experience: Proven success designing or implementing automated customer retention or renewal tracking systems.
• Preferred Market Scope: Background managing portfolios across multiple regional or geographical markets.