Full posting
You will be the main point of contact for a portfolio of Lendscape clients once they go live. You will build trusted relationships, make sure clients get real value from our products, and spot and resolve issues early. This is a relationship-first role at the heart of how we look after our clients. As the role develops, you will also support renewals and help clients get more from Lendscape.
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.
- Experience in factoring
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.