You will be the single point of accountability for a portfolio of Lendscape clients after they go live. You own the relationship, the health of the account, and the commercial trajectory — not just the day-to-day service. This is a relationship-first, commercially-minded role that sits at the heart of Lendscape's client retention and growth strategy. 

Client Relationship Ownership 

• 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  

Client Health & Advocacy 

• Proactively monitor the health of each account — adoption, usage, satisfaction and sentiment — and take action before issues escalate. 

• 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. 

Requirements

Who you work with 

• 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 

What success looks like 

• 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 

What We're Looking For 

Experience 

• Proven track record in account management, customer success or a client-facing commercial role — ideally in B2B SaaS or fintech. 

• Experience managing complex, senior client relationships over multi-year engagements. 

• Demonstrable success in retaining and growing client portfolios, including renewal ownership and expansion sales. 

• Background in financial services, lending or financial technology is a strong advantage. 

• Comfortable operating in a global organisation with clients and colleagues across multiple time zones. 

Skills & Capabilities 

• Relationship builder: you establish trust quickly at all levels, from operations teams to C-suite. 

• Commercially sharp: you understand ARR, expansion, churn and how account management drives revenue outcomes. 

• Proactive: you identify risks and opportunities ahead of clients raising them, not after. 

• Organised: you can hold a complex picture across a portfolio of accounts without dropping threads. 

• Clear communicator: written and verbal, across both technical and commercial audiences. 

• Credible in fintech or lending: you understand the world our clients operate in. 

Personal Attributes 

• Client-first mindset — you genuinely care about your clients' success, not just contract renewal. 

• Accountability: you own outcomes, not just activities. 

• Collaborative: you work well with Support, Delivery, Product and Sales without needing to own their functions. 

• Resilient and calm under pressure, particularly when managing escalations. 

• Curious: you invest in understanding each client's business deeply. 

Benefits

• A clearly defined remit with genuine ownership of your client portfolio. 

• A senior leadership team that values operational excellence and client outcomes. 

• Close collaboration with Product and Technology — your client feedback shapes what gets built. 

• A growing, ambitious company with real career development opportunities as we scale. 

• Competitive salary and benefits package, with performance-based incentives linked to portfolio retention and growth.