Head of KAM

Head of Key Account Management

Location: Hybrid [London, Kilkenny, Warsaw, Dortmund, Vienna, Madrid]
 Reports To: SVP of Commercial, Hospitality
 Team Size: 6–8 Account Managers

Role Overview

As Head of Key Account Management, you will lead a team of account managers responsible for our most valuable hotel customers. Your goal is to ensure strong commercial performance, drive retention and expansion, and foster deep, strategic partnerships. You’ll bring structure, clarity, and leadership to a critical function that sits at the heart of our client success and revenue engine.

Key Responsibilities

• Leadership & Team Management
  • Lead, mentor, and develop a high-performing team of 6–8 Key Account Managers
  • Drive a culture of accountability, collaboration, and excellence
  • Set clear KPIs and regularly review team performance against commercial targets
• Client Strategy & Relationship Management
  • Own executive relationships with top-tier hotel clients
  • Ensure a customer-centric approach across the account management lifecycle
  • Act as an escalation point for key issues or growth opportunities
• Commercial Focus
  • Drive retention, upsell, and expansion within top accounts
  • Partner with sales, product, and payments teams to maximize commercial outcomes
  • Monitor contract renewals, pricing strategies, and risk management
• Operational Excellence
  • Implement structured account planning frameworks and reporting
  • Standardize processes for onboarding, engagement, and QBRs
  • Use data and CRM insights to drive decision-making and prioritization
• Cross-Functional Collaboration
  • Work closely with Product, Support, Sales, and Marketing to deliver value to clients
  • Serve as a voice of the customer internally, shaping product and service evolution
  • Lead initiatives to improve customer satisfaction and advocacy

Required Experience & Qualifications

• 8+ years of experience in key account management or customer success, preferably in B2B SaaS
• 3+ years of experience leading account management or client-facing teams
• Proven success managing strategic accounts in the hospitality or payments sector a strong plus
• Strong commercial acumen and experience in upselling, renewal management, and revenue expansion
• Highly structured and systematic; experienced with CRM systems (e.g., Salesforce, HubSpot)
• Exceptional communication and stakeholder management skills
• Comfortable working in a fast-paced, high-pressure environment