Team: Customer Operations Location: UK

We're looking for a commercially driven Head of Account Management to lead our team of Account Directors and own the growth and retention of Thrive's Mid Market and UK customer base.

You'll be accountable for customer growth, renewals, expansion and commercial performance while making sure our customers genuinely love working with Thrive and have success with our products.

This is a management role for someone who knows how to build brilliant commercial account teams, coach people to perform at their best and turn strong customer relationships into long-term partnerships and expansion growth.

How to apply

Don't send a CV! Send us something that shows who you actually are: a video, a voice note, or something you built with AI. Anything, as long as it isn't a CV, and a real person will read, watch or listen to it and come back to you.

About Us

The way we work has changed forever.

AI is transforming every industry. Expectations are higher than ever. Skills have the shortest shelf life they've ever had. Yet most businesses are still relying on disconnected systems, outdated technology and workplace learning that people simply don't want to use.

We think that's broken.

So we built something better.

Thrive is the AI platform that's reinventing how modern businesses connect people, knowledge, skills and communication in one place. It's where work starts, learning happens and people get the answers they need to do their best work.

Today, more than 3 million people across 60+ countries use Thrive every day. Over 500 ambitious organisations, including Google, Vodafone, Volvo, British Airways and Krispy Kreme, trust us to power their people.

But this is only the beginning.

We're building the future of work, and we're looking for curious people who want to build it with us.

People who challenge convention. Who move fast. Who care deeply about creating products customers genuinely love. People who aren't afraid to ask, "Why has it always been done this way?" and then go and build something better.

If you want to solve meaningful problems, shape technology used by millions of people around the world and do the best work of your career alongside ambitious, supportive teammates, you'll thrive here.

The Role

As Head of Account Management, you'll lead our Account Directors and own the commercial performance of our existing customer base.

You'll set the standard for great account management at Thrive, ensuring every customer has a clear strategy, strong relationships, measurable impact and a plan for renewal and growth.

You'll coach the team on everything from strategic account planning and executive relationships to negotiation, expansion and mid-market renewals.

Core Responsibilities

• Lead, coach and develop our team of Account Directors, setting a high bar for commercial and customer performance.

• Own NRR, GRR, renewals and expansion revenue across our mid-market customer base.

• Own and maintain an accurate customer revenue forecast, with clear visibility of renewals, expansion opportunities and risk.

• Ensure every account has a clear retention, growth and stakeholder plan.

• Coach ADs on commercial conversations including pricing, negotiation, upsell and multi-year renewals.

• Drive early identification of churn and revenue risk, ensuring clear action plans and accountability.

• Build a strong expansion culture, helping ADs identify opportunities across product adoption, new use cases and wider stakeholder groups.

• Use customer data, product adoption and account insight to understand health, prioritise action and identify growth opportunities.

• Champion customer happiness, ensuring feedback, challenges and escalations are acted on quickly and correctly.

• Step into key customer escalations, renewals and commercial negotiations where senior leadership is required.

• Partner with Learning Impact, Product, Marketing, Content Platform Admin and Support to mobilise the right teams around customer outcomes.

• Own the performance and development of the AD team, setting clear targets, coaching and deal/performance reviews.

What you'll own

• Net Revenue Retention (NRR)

• Gross Revenue Retention (GRR)

• Renewal performance

• Customer revenue growth

• Expansion and upsell performance

• Customer revenue forecasting

• Account Director performance

• Strategic account planning

• Commercial coaching

• Customer health and churn risk

• Executive customer relationships

• Customer happiness

Skills

Essential Skills

• Proven experience leading a high-performing Account Management or Customer Growth team in SaaS.

• Strong track record of delivering revenue retention and expansion targets.

• Deep understanding of NRR, GRR, churn, renewals and SaaS customer economics.

• Exceptional commercial coaching and people leadership skills.

• Experience managing complex enterprise renewals and negotiations.

• Strong forecasting discipline and ability to manage a significant recurring revenue book.

• Excellent executive-level stakeholder management.

• Commercially ambitious while remaining deeply customer-focused.

• Confident using data to identify risk, opportunity and performance gaps.

• Comfortable holding people accountable and raising the standard of performance.

• Able to work cross-functionally to mobilise teams around customer and revenue priorities.

Desirable Skills

• Experience in LMS, LXP, HR technology or B2B SaaS.

• Experience managing global enterprise customers.

• Experience building or scaling an Account Management function through rapid growth.

• Experience working with multi-million-pound enterprise accounts.

Benefits

• Unlimited Holiday to support work-life balance

• Thrivedays—a reduced workday every Friday (10:00–15:00), with no internal meetings

• Flexible Working Hours within core hours (10:00–16:00)

• Birthday & Christmas Off, including festive shutdown between Christmas & New Year

• Work From Anywhere—fully remote-friendly (4 weeks a year)

• Health Cash Back Plan with Health Shield

• Employee Assistance Program for confidential support

• Financial support program via Maji

• Salary Sacrifice Pension Scheme

• Death in Service (4x annual salary)

• Green Car Scheme through salary sacrifice

• Cycle to Work Scheme—save up to 42% on a new bike

• Perks at Work—30,000+ national & local employee discounts via CharlieHR & Health Shield

What to Expect

We believe that finding a new job should be an enjoyable process. We’re passionate about bringing our whole selves to work, so what you see is what you get. All we ask from you, is that you show us your authentic self. We’re looking for people who bring something new to the team, who add to our culture and make it even greater. Our interview stages will be:

• Initial Screening Call: If we think you're a great addition to the team, you'll be invited to an introductory call with a member of our People Team. This is a chance to tell you about Thrive and give you an opportunity to ask questions.

• First-Stage Interview: Following the initial call, you will have a first-stage interview with a member of the team you'd be joining. This is a chance for us to get to know you better and for you to ask any questions about the role. We'll also discuss why Thrive interests you and what you feel you can add to our team.

• Assessment Task: We may ask you to complete a practical assignment or case study between interview stages.

• Final Stage Interview: You will meet with the Hiring Manager and/or a senior team member for a final interview. This stage is typically used for a more in-depth discussion and may involve a review of your assessment.

At Thrive, we’re on a mission to build an inclusive, welcoming culture that encourages and actively supports diversity. Our race, gender, religion, background, sexuality and beliefs are what make us unique. Our people are expected to always treat each other with respect, care and compassion. This starts from the moment you apply for a role at Thrive Learning, so we want you know we’re an equal opportunity employer. We will always strive to be as inclusive as possible in all aspects of employment and have a zero-tolerance policy for discrimination of any kind.

If you require any assistance, accommodations, or support during the application or interview stages, please don't hesitate to contact Ella Holland at ella.holland@thrivelearning.com. We're happy to help!

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