Head of Account Management

About us:  

Making a meaningful difference with mission-critical software that empowers communities to thrive.

ReadyTech is more than just a one-trick pony playing in one market with one product, or one customer. We re-imagine, design, develop and deliver technology to solve our customer’s diverse problems – supporting multiple businesses across a variety of markets to be ready for anything. 

We’re an ASX-listed company which means we are stable, have a strong track record of sustainable growth and have a significant number of long-term customers.  So, what does this mean for you? It means we can offer you an experience that will push you to be your best, provide career-building challenges, and that will offer you numerous growth opportunities that can’t be found in any other company.

It’s an inclusive environment where there is no place for politics, where we get our heads together to solve the problems that really matter to our customers, and where we always stay focused on our north star – the communities we serve, and society at large.

The key accountabilities of the role:

Client Retention & Growth

• Retention of all existing client accounts with strong focus on strategically valued accounts
• Revenue growth within existing accounts through cloud transition, cross-sell opportunities (AI modules, complementary products/services), price optimisation, and feature expansion
• Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets

Enterprise Account Leadership

• Lead and manage our largest TAFE and University accounts with executive-level engagement and strategic alignment
• Serve as primary client advocate for Enterprise-segment accounts, driving adoption and expansion
• Build deep partnerships with key client stakeholders and C-suite sponsors

Functional & Strategic Leadership

• Drive the Account Management strategy as the business shifts toward Enterprise-sized clients
• Build and lead a high-performing team of Client Success Managers
• Develop capability and systems to prepare our organization and segment for Enterprise

scale operations. 

• Establish standards, processes, and methodologies that support Enterprise client

The key responsibilities of the role:

• Lead and develop a team of Client Success Managers, coaching them to own account retention and growth
• Develop and execute comprehensive account retention and expansion strategies for all key accounts
• Build and maintain detailed account plans, risk plans, growth forecasts, and expansion pipelines for Enterprise clients
• Drive strategies that increase product utilization, adoption, advocacy, and Net Revenue Retention
• Identify and prioritize expansion opportunities (cloud migration, AI modules, cross-sell, price optimization) within existing accounts
• Establish and monitor key metrics and health indicators (NRR, GRR, churn, engagement, NPS)
• Leverage data and analytics to inform account strategy and identify early warning signs of churn risk
• Collaborate with Sales, Product, Engineering, Support and Marketing teams to understand customer needs and shape product roadmap priorities
• Translate customer feedback and market insights into actionable strategic recommendations
• Work across internal teams to remove barriers to successful client outcomes and expansion
• Own the transition of our Account Management function from transactional support to strategic Enterprise partnership model
  

The key requirements for the role:

Characteristics

• Experienced leader with a player-coach mindset who can lead by example while developing others
• Comfort with ambiguity and uncertainty; can move at pace while staying outcome-focused
• Entrepreneurial spirit with strong curiosity and learning agility
• Self-starter with strong ownership mentality and outcome orientation
• Able to build credibility and influence at multiple organizational levels

Skills

• Account management or client success leadership—preferably managing a team in SaaS or subscription-model businesses
• Strategic thinker who can develop methodologies and processes while remaining hands-on with key accounts
• Inspirational leader who motivates teams to be client-focused, demonstrate measurable value, and exceed targets
• Data-driven mindset; comfortable consuming and using data to inform strategy and decisions
• Excellent communication and executive presence; able to engage at C-Level with confidence
• Strong collaborator who can work effectively across cross-functional teams and organizational levels
• Quick thinker with strong problem-solving skills and ability to prioritize in complex environments

Knowledge

• Strong understanding of retention, NRR/GRR mechanics, and expansion revenue strategies in SaaS businesses
• Deep experience building and scaling account management or client success functions
• Proven track record growing share of wallet in existing accounts through multi-year relationships, trust-building, and scope expansion

Experience

• Proven track record working in account management or client success leadership within a SaaS business
• Experience managing large Enterprise accounts with complex stakeholder dynamics and long implementation cycles
• Demonstrated success in land-and-expand business models and SaaS metrics optimization
• Background in education technology, institutional markets, or B2B SaaS serving large organizational clients is a plus
  

Why you should become a ReadyTecher: 

• A day off for your birthday- hip hip hooray!
• Additional 4 days of leave each year
• ReadyTecher Awards each quarter with the chance to win flights and accommodation to Hamilton Island
• Hybrid work, with in-house baristas
• Access to Sonder- a technology-driven platform supported by safety, medical and mental health experts - available 24/7
• Company top-up of Government parental leave
• Additional paid leave for miscarriage, endometriosis and menopause
• And plenty of ReadyTech merch drops along the way!
  

ReadyTech is committed to seeing things through each other's eyes. We invest deeply in relationships by offering positivity, fairness and empathy in every interaction and love that everyone is different. We're proud to be an equal opportunity employer that celebrates our diversity of race, beliefs, sexual orientations, gender identities, age, disability status, marital status and more - so that every single one of us can feel like we belong.

As part of our commitment to ensuring a safe and secure working environment for all employees and in compliance with Australian regulations, please note that if selected for this role, you will be required to complete a comprehensive police check and an Australian working rights check. Should you have any questions or concerns regarding these requirements, please feel free to contact us.

So, if you are ready for anything, please apply today. Please note that if your application is progressed to the next stage, we will send you some testing to complete as part of your application as we have found this helps us to quickly identify potential ReadyTechers!

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