About the role
Hello! 👋 At Factorial we're looking for an Manager of Enterprise Accounts to join our Customer Experience leadership team and own the performance of our most strategically important accounts. This is not a team lead role. You will manage a team of Key Account Managers, each of whom owns a portfolio of the largest and most important enterprise accounts. Your job is to make sure the full enterprise book grows, renews cleanly, and deepens product adoption - while building the commercial capability of your KAMs to operate at C-suite level. You'll report directly to the Head of XL Accounts and partner closely with Enterprise Sales, Product, and Finance.
About
the team 👥 Our KAM team works with Factorial's most complex, highest-value clients - multinational companies, large domestic enterprises, and strategic accounts with significant ARR. These relationships require executive-level presence, commercial sophistication, and a deep understanding of how enterprise procurement and renewal cycles work. The Enterprise Manager is the person who sets the commercial strategy for this portfolio, coaches KAMs through complex renewals and negotiations, and is ultimately accountable for
the team's Net Dollar Retention. The enterprise segment is one of our biggest strategic bets. This role sits at the centre of it.
What you'll do 📝 Portfolio ownership: Drive Net Dollar Retention, Gross Renewal Rate, and expansion ARR across the full account portfolio. You own the number - not just the process. Commercial leadership on renewals: Lead or co-lead the most complex, highest-risk contract renewals in the portfolio. You will be present in negotiations where the outcome materially affects company ARR, and you will coach KAMs through the ones they own independently. Executive relationship management: Build and maintain direct relationships with C-Level stakeholders, Procurement Directors, and HR leadership across key accounts. You are the escalation point when relationships need senior presence — and you use those relationships proactively, not just reactively. Account health governance: Define and enforce the methodology for account health management: stakeholder coverage, QBR cadence, product usage benchmarks, and early churn signals. You use data to drive commercial decisions, not just to report on them. Team development: Manage a team of 4–5 KAMs. Set clear performance expectations, run structured 1:1s focused on commercial skill development, and build the kind of team where KAMs grow into senior commercial leaders. Cross-functional influence: Represent the enterprise customer base in conversations with Product, Engineering, and Finance. You translate what you see in the field into structured feedback that influences roadmap and pricing decisions. Revenue forecasting: Own the renewal forecast for the enterprise portfolio. Provide accurate, methodology-backed pipeline visibility to VP and CFO on a monthly basis. What are we looking for 🎯 Enterprise SaaS/Consultancy background +4 years of experience in enterprise customer success, account management, or commercial roles within a SaaS company or consultancy. You've managed large accounts directly before leading others who do. Commercial track record Demonstrable history of owning a revenue number - NDR, GRR, or expansion ARR — and hitting it. You understand the commercial levers of enterprise SaaS and know how to pull them. Negotiation at executive level Proven experience leading contract negotiations with procurement teams and C-Suite decision-makers. You are comfortable in a room where the other side has outside counsel and a 6-month procurement process. People leadership Experience managing and developing individual contributors in a commercial environment. You know how to set high standards, give direct feedback, and build a team that performs under pressure. Analytical rigour You make decisions from data. You know what NDR, GRR, NPS, and churn rate mean commercially, and you can build a renewal forecast that Finance trusts. Language skills Native in Spanish and Fluent in English. Additional languages are a strong asset given the international nature of the portfolio. Fast paced environment You thrive in environments where the process isn't always fully built yet. You can create structure without needing it handed to you.
