Vice President Sales Account Management

Fernhill Capital is seeking a Vice President of Sales and Customer Management to lead their customer management and sales growth strategies. The role involves managing key client relationships, optimizing Customer Lifetime Value, and coordinating efforts across Sales, Customer Success, and Marketing teams.

Responsibilities:

• Develop a comprehensive Customer Strategy covering acquisition, retention, expansion, and churn control
• Design a customer segmentation framework (e.g., Key Accounts, Strategic Accounts, SMBs)
• Drive the optimization of Customer Lifetime Value (CLV) and Customer Acquisition Cost (CAC)
• Directly manage the company’s most critical strategic accounts (Top-tier clients)
• Establish high-level relationships (C-level engagement) to foster long-term partnerships
• Lead key contract negotiations and renewal strategies
• Coordinate efforts across Sales, Customer Success, and Customer Support teams
• Establish an end-to-end Customer Journey framework
• Drive the integration of 'Sales + Service' models
• Own key customer-related revenue metrics (Revenue, Retention, Expansion)
• Set and monitor sales targets (Quotas), renewal rates, and customer satisfaction levels (CSAT/NPS)
• Develop and implement sales forecasting models
• Manage teams including Account Managers, Customer Success Managers (CSMs), and related personnel
• Design and implement incentive plans and compensation structures
• Build and cultivate a high-performance sales and customer management organization
• Leverage CRM systems (e.g., Salesforce) to analyze customer data
• Champion data-driven decision-making across the organization
• Establish a comprehensive Customer Insights framework
• Collaborate with Product teams to provide customer feedback and requirements
• Partner with Marketing teams to develop customer growth strategies (e.g., ABM)
• Support customer management initiatives during strategic planning and M&A integration processes

Requirements:

• Bachelor's degree or higher (MBA preferred)
• 20+ years of experience in sales or customer management
• At least 10+ years of executive-level management experience (VP/Director level)
• Exceptional customer relationship management skills
• Strong strategic thinking and business acumen
• Data analysis skills (familiarity with CRM and BI tools)
• Advanced negotiation skills
• Cross-cultural communication skills (applicable to multinational corporations)
• Experience in B2B sales, Key Account Management, or SaaS
• Previous experience with SaaS companies
• Previous experience with consulting firms (e.g., Management Consulting)
• Previous experience with financial services or technology companies
• Familiarity with the following industries: Enterprise Software, FinTech (Financial Technology), Enterprise Services (B2B Services)