# Account Manager > Lendscape · London, United Kingdom (Hybrid) · Full-time · Posted 2026-10-12 **Workplace:** hybrid ## Description 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. ## Apply [Apply at Lendscape](https://apply.workable.com/lendscape/j/ED3293B32B/apply) --- Powered by [Workable](https://www.workable.com)