The posting
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.
