Leads an EMEA enterprise client management team responsible for retention, expansion, renewals, and customer relationships. Manages quota-carrying Account Managers and Key Account Managers, coaches teams, develops strategic account plans, monitors customer health and churn risk, and personally manages executive relationships and escalations. Partners with Sales, Services, Support, and Product while establishing scalable processes, playbooks, and performance routines to achieve net retention and growth targets in a SaaS environment.
This role is responsible for leading the full EMEA Client Management function, owning team performance across retention, expansion, customer satisfaction, and commercial growth. This is a people leadership role with accountability for the team quota. The Director will lead and coach Account Managers, Senior Account Managers, Key Account Managers, and emerging player-coach leaders to deliver consistent account coverage, proactive customer engagement, and measurable net retention outcomes across the region. This role is suited to an experienced SaaS or technology client management leader who can bring structure, commercial discipline, and strong people leadership to a growing team with a complex and evolving customer base.
What You'll Do:
Client Management Leadership, Retention & Growth
- Lead the full EMEA Client Management team, accountable for customer retention, expansion, satisfaction, and growth across the regional client base.
- Own the team quota, made up of the collective performance of the client management team.
- Build a high-performance culture focused on net retention, add-ons, upsell opportunities, proactive account coverage, and strong commercial execution.
Customer Strategy, Health & Executive Engagement
- Set the standard for customer engagement, account planning, renewal readiness, and executive-level relationship management across EMEA.
- Monitor customer health, satisfaction, risk, and escalation themes to ensure early action and clear ownership across the team.
- Partner directly with team members on strategic customers and escalations to protect revenue, improve outcomes, and strengthen long-term advocacy.
Account Coverage, Structure & Operational Discipline
- Drive consistent account assignment, coverage, and prioritisation across the client base, including reassignment and right-sizing of customer portfolios as the team evolves.
- Establish leadership rhythms, reporting, and performance routines that give clear visibility into retention, risk, growth, and team execution.
- Bring structure and scalable processes to a growing team with a complex customer base and changing commercial priorities.
Team Leadership, Coaching & Development
- Lead, coach, and develop a growing EMEA Client Management team through clear expectations, regular one-to-ones, performance conversations, and consistent leadership rhythms.
- Develop emerging leadership capability within the team, including supporting player-coach roles that combine customer ownership with people leadership responsibilities.
- Coach the team on consultative customer conversations, renewal and expansion strategies, account planning, prioritisation, and disciplined follow-through.
Operational Excellence & Execution
- Apply strong operational discipline to track performance, outcomes, and key retention and growth metrics for the strategic portfolio.
- Build scalable processes and routines that support team performance in a fast-paced, high-growth environment.
- Adapt priorities and processes as business needs evolve while maintaining focus on results.
Who You Are:
- Bachelor's degree in Business or equivalent experience is preferred
- 8+ years of Account Management, Client Management, Customer Success, or commercial post-sale leadership experience, ideally within SaaS or technology
- 5+ years leading quota-carrying client management, account management, or customer success teams responsible for retention, expansion, and customer outcomes
- Strong people leadership experience, with proven ability to coach, structure, and develop a growing team through change
- Experience operating in fast-paced sales environments with competing priorities
- Proven success improving net retention, managing customer risk, driving expansion, and strengthening customer satisfaction across a team-owned portfolio
- Experience with SaaS, technology, EDI, B2B commerce, eCommerce, invoicing, ERP, or supply chain solutions is preferred, but deep industry-specific expertise is not required
- Passion for driving customer success while achieving revenue goals
- Comfortable owning a team quota and enabling others to close, renew, expand, and protect customer revenue rather than operating as an individual contributor
- UK-based or able to work closely with UK and North American stakeholders strongly preferred
- Strong analytical, troubleshooting, and problem-solving capabilities
- Excellent relationship-building and executive communication skills
- Ability to understand and communicate technical concepts at the appropriate level
- Knowledge of ERP systems such as Microsoft Dynamics, Sage, SAP, or NetSuite (preferred)
Who is TrueCommerce?
TrueCommerce is a high-performing global supply chain network that delivers fully integrated, end-to-end supply chain visibility and management. We help some of the world’s leading brands improve supply chain performance, including Schneider Electric, DanoneWave, Siemens, Ocean Spray, and many others.
For additional information, visit our website
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