Job Description

We are looking for a hands-on Head/Manager of Account Management to lead our Portuguese market as part of our Customer Experience (CX) organization.

Reporting to the Accounts Senior Director, you will own the retention, expansion, and customer success strategy for one of our key markets. This role combines strategic leadership with strong operational execution. You will be expected to stay close to the day-to-day reality of the business, support your team through complex customer situations, and drive continuous improvements across customer experience, retention, and revenue growth.

We are looking for a player-coach who enjoys working closely with Account Managers, solving customer challenges, analyzing performance data, and turning insights into action.

What You'll Be Doing

• Own customer retention, renewal, and expansion targets for the Portuguese market.
• Develop and execute initiatives to increase customer lifetime value and reduce churn.
• Monitor team performance and ensure KPIs are consistently achieved.

Lead and Develop a High-Performing Team

• Recruit, onboard, and develop top Account Management talent.
• Coach Account Managers through complex customer situations, negotiations, and escalations.
• Foster a high-performance culture focused on accountability, customer outcomes, and continuous improvement.
• Conduct regular performance reviews and provide actionable feedback.

Own Operational Excellence

• Stay close to the day-to-day operation and proactively identify opportunities for improvement.
• Support the team in managing high-risk accounts, customer escalations, product-related challenges, and renewal risks.
• Design, implement, and optimize processes that improve efficiency, customer satisfaction, and business results.
• Use data to identify trends, uncover root causes, and drive informed decision-making.

Act as the Voice of the Customer and Market

• Build strong cross-functional relationships with Product, Sales, Marketing, and Operations.
• Translate customer feedback and market insights into actionable recommendations.
• Advocate for the needs of Portuguese customers and help shape product and service improvements.

Your Profile

Must-Have Requirements

• Native Portuguese speaker with direct experience working in the Portuguese market.
• Fluent English communication skills.
• 3+ years of leadership experience within Account Management, Customer Success, Customer Experience, or a related SaaS function.
• Strong SaaS or technology industry background.
• Demonstrated ownership of retention, renewals, upselling, cross-selling, and expansion metrics.
• Experience working in fast-paced, high-growth environments.

What We Are Looking For

• A hands-on leader who enjoys being close to customers and operations.
• Strong problem-solving and analytical skills.
• Ability to navigate ambiguity and make data-driven decisions.
• Experience managing customer escalations, churn-risk situations, and complex stakeholder conversations.
• Excellent coaching and people development capabilities.
• Strong business acumen with the ability to balance short-term execution and long-term strategy.
• Ability to influence cross-functional teams and drive alignment across the organization.

About us

Factorial is the AI for Business that knows companies, connects how work happens across the business, and turns that context into action.

Founded in Barcelona in 2016, we now have +1,700 employees serving more than 16,000 companies across 112 countries.

Factorial started with a simple idea: companies were spending too much time managing processes and not enough time doing the work they were hired to do: their best work.

But as companies grow, work gets more disconnected. More people, more tools, more information, and more time spent connecting the dots. Generic AI can answer questions, but it doesn’t know your company. Every time, you have to give it the context.

Factorial is different. Because it’s inside the company, it already knows how it works, including its people, processes, policies, and data. So you can ask it to do real work, from screening candidates and managing expenses to answering questions and creating reports.

AI isn’t the goal. Giving people back their time is.

When work changes, so do we

Our Values

• We own it: We take responsibility for every project. We make decisions, not excuses.
• We learn and teach: We're dedicated to learning something new every day and, above all, share it.
• We partner: Every decision is a team decision. We trust each other.
• We grow fast: We act fast. We think that the worst mistake is not learning from them.
• We believe in diverse talent: We welcome applicants from all backgrounds and strongly encourage people of diverse experiences and identities to apply.
• We believe in inclusion: We are committed to equal opportunities and actively promote workplace inclusion of people with disabilities. If you would like to learn more about our inclusive recruitment processes, you are welcome to indicate so optionally and we will share additional information with you.

Perks of being part of our team

We care about people and we also offer a lot of benefits for employees:

• High growth, multicultural and friendly environment
• Alan as private health insurance
• Healthy life with Wellhub (Gyms, pools, outdoor classes)
• Save expenses with Cobee
• Language classes
• Breakfast in the office and organic fruit
• Nora discounts
• Free caffeine and theine
• Pet Friendly