Head of Account Management & Customer Success

Factored

108d

About The Position

Factored was conceived in Palo Alto, California by Andrew Ng and a team of highly experienced AI researchers, educators, and engineers to help address the significant shortage of qualified AI & Machine-Learning engineers globally. We know that exceptional technical aptitude, intelligence, communication skills, and passion are equally distributed around the world, and we are very committed to testing, vetting, and nurturing the most talented engineers for our program and on behalf of our clients. We are seeking a Head of Account Management & Customer Success to lead and scale our client engagement functions. This is a player-coach role, leading a team while directly managing strategic accounts. You will be accountable for key revenue and retention metrics, team performance, and scalable process creation. The role balances strategic planning and frontline execution with the objective of maximizing client satisfaction, revenue retention, and growth. This leader will oversee a team of Account Managers and Customer Success Associates, drive process improvements, and own key revenue metrics across Factored AI's post-sales lifecycle. They will be expected to operate with speed, clarity, and ownership–aligning tightly with our core values and revenue goals.

Requirements

• 8-12 years in Account Management, Customer Success, or Consulting Delivery roles (services or staff augmentation preferred).
• Minimum 3-5 years of people management experience, including hiring, coaching, and performance management of Account Management or Customer Success teams, preferably in a high-growth or early-stage environment.
• Strong customer empathy, executive communication skills, and business acumen.
• Proven ability to drive NRR, account expansion, and customer satisfaction.
• Comfort navigating ambiguity with a strong execution focus.

Responsibilities

• Maximize Net Revenue Retention (NRR) through effective client relationship management, proactive risk mitigation, and value delivery.
• Drive Account Growth via structured success planning, multi-threaded relationships, and upsell/cross-sell strategies.
• Streamline Delivery Operations to ensure consistent onboarding, issue resolution, and contract execution.
• Mentor and Develop Talent within both Account Management and Customer Success functions.
• Serve as a player/coach, managing strategic, high-value accounts while overseeing the performance of AM and CS teams.
• Recruit, coach, and develop top talent; establish clear KPIs and feedback loops.
• Build scalable processes and frameworks to support account health, expansion planning, and operational excellence.
• Lead client relationship strategy, ensuring AMs maintain strong stakeholder alignment and deliver business value.
• Drive Quarterly Business Reviews (QBRs), account planning sessions, and executive engagements to reinforce value.
• Own renewals and expansions–supporting deal strategy, pricing, and contract execution alongside Sales and Legal.
• Oversee client onboarding execution including interview scheduling, context sharing, and logistics coordination.
• Ensure SOW/contracting flows run smoothly, partnering cross-functionally with legal, finance, and operations.
• Maintain operational hygiene in across systems; own CRM data quality and reporting cadence.
• Serve as escalation point for delivery and performance issues; ensure proactive communication and resolution.
• Partner with Sales, Talent, Engineering, and Delivery teams to ensure seamless post-sale execution.
• Collaborate with Finance and RevOps on forecasting, account health metrics, and customer reporting.

What This Job Offers

• Job Type: Full-time
• Number of Employees: 101-250 employees