Head of Account Management

Location: Leeds (Hybrid). Our office address is: Consort House, 12 South Parade, Leeds, LS1 5QS.

We offer a flexible hybrid working approach, allowing a balance between home and office-based work. For this role, you’ll be required to attend the Leeds office approximately 1 day per month (more during the first few weeks for onboarding and so you can get to know the team!)

This role requires regular in-person meetings and event attendance. Broadly speaking, we would suggest the requirement will be to have in the region of 3 to 4 nights away per month.

Salary: £65,000 – £80,000 per annum, dependent on experience, plus the possibility for paid overtime

Hours of Work: Full-time: 40 hrs P/W. Our standard working day is 8 hours excluding lunch break, but our flexible working policy provides employees with the flexibility they need to balance their work and personal lives.

Annual Leave: 30 days including bank holidays (flexible up to 35 days with pro-rata salary reduction). An additional annual leave loyalty scheme kicks in after the first full year of employment.

Pension: Employer: 3% Employee: 5% (gross)

Application Deadline: November 16th, 2026

Full job spec – we advertise via many different job boards, so to ensure you have the full and correct details for this job and information on how to apply, please visit - https://www.vepple.com/hocs

Please note: This Head of Account Management job spec is identical to another job spec we’re running for a Head of Customer Success (https://www.vepple.com/hocs). The reason for running both adverts is to ensure that those who aren’t familiar with the term “Customer Success”, or who are searching for an “Account Management” role, can find and apply for the opportunity. While "Customer Success" is a title more commonly used within SaaS and technology businesses, the responsibilities of this role closely align with those of a traditional Account Management position.

As such, all references to the role in the job spec below will be to “Customer Success / Head of Customer Success” and when you click on the Full job spec link (https://www.vepple.com/hocs), the landing page on our website will be for the “Head of Customer Success“ role.

We have also released an Account Director / Senior Customer Success Manager vacancy (https://www.vepple.com/senior-csm) alongside this Head of Account Management / Head of Customer Success role. Please apply for the role that best fits your experience and skill level.

Job Summary

This is an exceptional opportunity for an experienced Head of Customer Success to take the next step in their career and join Vepple at a pivotal stage in the company’s growth journey.

Vepple is an enterprise SaaS platform operating within the Higher Education sector, helping universities to recruit students through personalised virtual experiences, guided tours, interactive maps and events. The platform plays a central role in our university partners’ recruitment strategies and is regarded by many institutions as an essential student engagement tool (see video in the full job spec).

With a focus on experiential storytelling and digital engagement, Vepple enables prospective students to experience the atmosphere and culture of a university from anywhere in the world and at any stage of the recruitment journey. By creating emotional connection, increasing engagement and supporting informed decision-making, Vepple helps universities strengthen recruitment performance and improve student conversion outcomes.

We are looking for a commercially minded and relationship-driven Head of Customer Success (HoCS) to lead our Customer Success function. Accountability and day-to-day responsibility for Customer Success currently sit with our CEO; this accountability and responsibility will transfer to the successful candidate, who will then report to the CEO.

This is a hands-on leadership role. You will be accountable for the commercial performance of the function, leading renewal and expansion negotiations and maintaining accurate forecasting, while building genuine, trusted relationships with senior university stakeholders. We are looking for someone commercially astute, capable of running a well-maintained upgrade pipeline in HubSpot, from opportunity through to delivery, combined with the emotional intelligence to grow accounts through partnership rather than a sales-led approach. Universities respond to people who help them reach their recruitment goals, not to pressure, and we want someone who instils that approach across the team.

You will manage our Customer Success Coordinator, who handles the administrative backbone of the function, including quoting, invoicing, renewal reminders and scheduling. You will also manage our Customer Success Manager (CSM). At the point of writing, we have 38 customer accounts; you will split these accounts with the CSM, most likely with the CSM taking a higher number, allowing you time to operate strategically and build on the existing departmental systems and processes. 

This role would suit an ambitious and highly organised Customer Success professional who combines commercial awareness with exceptional relationship-building skills and a passion for digital innovation, customer outcomes and Higher Education.

Job remits

This role covers a broad range of remits - full details available in the job spec (https://www.vepple.com/hocs).

Key Skills, Experience and General Outlook

Key Skills

To be considered for this role, you will need to meet all of the “Essential” items listed. To achieve the upper level of the salary range, you must provide evidence that you exceed all of the “Essential” items and meet or exceed a number of the ”Desirable” items listed below.

Essential

• Understanding of the UK student recruitment cycle and Higher Education marketing
• Commercially astute, with the discipline to run an expansion pipeline, combined with the emotional intelligence to grow accounts through genuine trust and partnership rather than a sales-led approach
• Strong ability to interpret customer data, demonstrate ROI and communicate commercial and strategic insights effectively
• Proven ability to lead renewal and expansion negotiations through to close
• Excellent stakeholder management and influencing skills, including the ability to build trusted relationships with senior university stakeholders and internal leadership teams
• Proven ability to work cross-functionally and influence outcomes across Product, Sales, Marketing and Operations teams
• Strong understanding of CRM systems (we use HubSpot), customer success platforms, reporting tools and customer analytics, with the ability to run a disciplined pipeline from opportunity through to delivery
• Strong strategic thinking, commercial awareness and problem-solving capability
• Excellent communication, presentation and relationship-building skills, with the ability to communicate confidently at all organisational levels
• Ability to operate effectively across both strategic leadership and hands-on operational delivery
• Strong commercial mindset with the ability to balance customer value, retention and growth objectives
• Strong leadership and coaching capability, with the ability to develop high-performing customer-facing teams
• Genuine enthusiasm for customer experience, digital innovation and the Higher Education sector
• Ability to operate effectively within a scaling and fast-evolving business environment

Desirable

• Understanding of GDPR and its implications for digital products and customer data
• Understanding of accessibility, inclusivity and digital experience best practice

Experience

Essential

• Experience working in or with (supplier side) the marketing and recruitment function of a UK university
• Demonstrable experience operating at Head of Customer Success level, either through:

- existing experience in a Head of Customer Success role, or

- significant Senior Customer Success Manager experience with leadership, strategic and commercial responsibilities equivalent to a HoCS remit

• Experience running and scaling a Customer Success function with autonomy
• Experience working within SaaS, EdTech or technology-enabled subscription businesses
• Demonstrable experience managing and growing strategic customer relationships where those relationships are with people working at director level
• Track record of delivering renewal and expansion targets, including leading negotiations
• Strong understanding of SaaS customer success methodologies, customer health frameworks and Net Revenue Retention (NRR) principles
• Track record of improving customer retention, renewal rates and customer satisfaction metrics
• Experience leading and developing high-performing customer-facing teams
• Experience contributing to product strategy and customer-led innovation
• Strong commercial acumen with experience driving customer growth, expansion and long-term account value
• Experience instilling CRM and pipeline discipline across a team

Desirable

• Experience working within a small company or scale-up environment
• Experience building customer success processes, reporting frameworks or customer health methodologies
• Experience line managing and developing Customer Success or account management professionals
• Experience within immersive technology, virtual experience platforms or digital engagement products
• Experience presenting at industry events, conferences or thought leadership forums

Privacy Policy

How will Vepple use the information about you?

We will use your data to process your application, including meeting any legal obligations, and to manage the recruitment process. We will only share your data with relevant parties involved in recruitment and will not use it for marketing or employment purposes outside of Vepple. For more information on Vepple (Revolution Viewing LTD) job applicant privacy notice, please visit our website.

Please note: The successful candidate must, by the start of their employment, have permission to work in the UK.