Team Lead – SMB Account Management (Retention & Growth)

About the role

Servme is looking for a dynamic Team Lead to head its SMB Account Management function. In this player‑coach position you will both manage a small team of account managers and personally handle a portfolio of key hospitality customers, driving retention, upsell and overall ARR growth.

Key responsibilities

• Lead and coach a team of 3‑5 Account Managers, setting targets and monitoring performance.
• Own a personal quota for retention and expansion, actively closing upsell and cross‑sell deals.
• Identify churn risks early and implement retention strategies for at‑risk accounts.
• Develop and execute account plans that increase product adoption and revenue.
• Maintain accurate renewal pipelines, forecast ARR growth and report key metrics such as churn rate and expansion revenue.
• Collaborate with Sales, Support and Product teams to improve the overall customer experience.
• Create and enforce account‑management playbooks, processes and performance standards.

Required profile

• 5‑8 years of experience in account management, customer success or a client‑facing commercial role.
• Proven track record of reducing churn and generating expansion revenue.
• Strong leadership skills with the ability to mentor and motivate a small team.
• Excellent communication and negotiation abilities.
• Data‑driven mindset with experience monitoring ARR, churn and pipeline metrics.

Required skills

• Experience with SaaS or hospitality‑technology platforms.
• Familiarity with CRM systems and account‑management tools.