Account Manager

You will be the main point of contact for a portfolio of Lendscape clients once they go live. You will build trusted relationships, make sure clients get real value from our products, and spot and resolve issues early. This is a relationship-first role at the heart of how we look after our clients. As the role develops, you will also support renewals and help clients get more from Lendscape.

• Serve as the primary point of contact and trusted relationship lead for a portfolio of Lendscape clients.
• Build deep, multi-level relationships within each client organisation — from day-to-day users to senior stakeholders.
• Develop and maintain a clear, documented account strategy for each client, covering their business objectives, product usage, risks and growth opportunities.
• Ensure every client feels genuinely heard, valued and well-served by Lendscape.
• Ensure we are meeting a NRR of 110% p.a. net retention
• This includes a 95% Gross retention target

• Proactively monitor the health of each account — adoption, usage, satisfaction and sentiment — and take action before issues escalates.
• Act as the client's internal advocate: raise their needs, feedback and concerns with the right teams inside Lendscape.
• Own the resolution of escalated issues, ensuring the client has visibility of progress and confidence in the outcome.
  • Oversee the client's support experience — not by managing tickets directly, but by ensuring Support is performing to SLA and the client is not suffering in silence.
  • Participation Rate (active reference participants) – 15% of total customer base
  • 4 new case studies per annumn from existing and new logos (where appropriate and allowed)
• Onboarding & Time to Value
  • Take ownership of the client relationship at the point of go-live handoff from the Delivery team.
  • Drive successful onboarding, product adoption and time-to-value in the post-implementation period.
  • Ensure clients understand and fully utilise the features most relevant to their business.
  • Coordinate the hyper-care period with the Delivery team, ensuring a smooth and confident transition for the client.
• Renewal & Commercial Growth
  • Own the renewal process for your portfolio, developing the commercial strategy for each account in advance of contract milestones.
  • Identify and develop expansion opportunities — additional modules, users, geographies or use cases — and progress them through to commercial closure with CRO support where required.
  • Maintain accurate, forward-looking renewal and expansion forecasts within the CRM.
  • Ensure clients are positioned to advocate for Lendscape — generating references, testimonials and referrals where appropriate.
• Project & Delivery Oversight
  • Maintain visibility of any ongoing delivery activity within your accounts — upgrades, new module rollouts, change requests.
  • Serve as the senior client contact during project activity, ensuring expectations are managed and relationships are protected.
  • Coordinate with the Head of Delivery / PS when delivery issues threaten the client relationship.

• Head of Account Management — your direct line and strategic sounding board
• Head of Support — ensuring client tickets and SLAs are being met
• Head of Delivery / PS — maintaining visibility of active projects
• CRO — commercial support on renewals and expansion opportunities
• CPO / CTO — product feedback and escalation on technical matters

• Your clients renew — and most expand
• Clients feel they have a genuine advocate inside Lendscape
• You spot problems before clients raise them
• You know each client's strategy better than they think you do
• NPS scores for your portfolio consistently improve year-on-year

• Proven track record in…