Head of Account Management

About the role

A recruiter representing a leading African education technology platform, trusted by more than 8,500 schools, is hiring a Head of Account Management. The business is expanding a connected platform covering school management, learning, payments and embedded financial services across Kenya, Uganda, Tanzania and new markets. The role owns the account management function, the operating plan, portfolio governance and customer segmentation, with 100% CRM compliance.

Key responsibilities

• Build and lead the account management function across 8,500+ schools, running annual and quarterly planning, portfolio reviews, QBRs and executive reporting.
• Drive retention and growth: keep annual churn at or below 3%, deliver cross-sell and upsell targets and achieve net revenue retention targets.
• Build long-term relationships so schools renew confidently, adopt more of the platform and recommend it, hitting NPS or CSAT targets.
• Forecast renewals within +/-5% accuracy and hold renewal and upsell collections at or above 95% while keeping customer relationships intact.
• Provide strategic leadership and mentorship to Senior Regional Account Managers, Regional Account Managers and Account Management Leads.
• Design installed base, cross-sell, advocacy and referral programmes with Marketing and Sales, and act as escalation point for critical customer situations.
• Standardise processes, CRM governance and portfolio allocation, maintain CRM compliance and service levels at or above 95%, and build an AI-enabled operating model with data quality and privacy controls.
• Keep the customer experience consistent across Kenya, Uganda, Tanzania and new markets, including regular field visits to schools.

Required profile

• Bachelor's degree in business, commerce, marketing, education, economics, information systems or a related field; an MBA or senior certification in customer success or commercial leadership is an added advantage.
• At least 8 years of experience in account management, customer success, sales, relationship management or commercial operations, including at least 4 years leading managers or multiple customer-facing teams in B2B SaaS, EdTech, fintech, banking or telecoms.
• Proven track record of building or improving an account management or customer success function, and experience managing enterprise or strategic customer portfolios.
• Experience designing operating rhythms, governance and CRM discipline across teams or regions; multi-country African market and education-sector experience is an added advantage.

Required skills

• Account-health models, cohorts, forecasting and the economics of retention and expansion.
• Comfort with AI tools and data-driven decision-making.
• Coaching, negotiation and presentation skills, and willingness to travel regularly to schools.

Applications are submitted through the recruiter by 9 November 2026; only shortlisted candidates will be contacted.