Own and optimise the conversion of users from free to paid services, with a strong focus on driving uptake and revenue growth.
Set and track KPIs aligned with business goals while developing scalable account management strategies to support SME customers, drive retention, and continuously optimise commercial performance.
Collaborate with marketing to develop and automate timely communications, especially around uptake, onboarding and pre-renewal.
Work alongside the outbound sales team to maximise service usage, through targeted outreach and personalised follow-up.
Lead, manage, and develop high-performing teams across onboarding, customer success, and outbound sales to deliver human-first, high-touch experiences throughout the customer lifecycle.

5+ years in Commercial or Account Management leadership roles, within high-volume and customer-centric environments
Proven success growing service-based or SaaS businesses, ideally with QuickBooks, Xero, or similar platforms
Strong track record of converting free users to paid customers at scale
Deep understanding of customer lifecycle management from onboarding through to renewal
Experience working with SMEs and small business customers
Expertise in customer success, marketing automation, and outbound sales strategies
Comfortable and effective in fast-paced, entrepreneurial, and high-growth settings
Demonstrated leadership in managing and scaling cross-functional teams
Skilled relationship builder with internal teams and external stakeholders
Results-oriented with a focus on performance metrics, conversion rates, and revenue growth.

Customer Growth Manager – Accounting-as-a-Service

Key skills