Head of Account Management (all genders)

Company Description

SCAYLE is one of the fastest-growing enterprise commerce platforms in the world, enabling brands and retailers to realize their D2C ambitions. SCAYLE stands for innovation, international collaboration, and a strong focus on data. We believe that stepping outside of our comfort zone and making bold decisions is key to growing both professionally and personally. Instead of seeing problems as obstacles, we approach them as opportunities to find better solutions. We work in an environment that encourages flexibility, creativity, and continuous development. What drives us is the shared motivation to make an impact and actively shape the future of eCommerce.

Job Description

Lead, coach, and develop a team of Account Managers supporting enterprise customers

Foster a customer-centric, commercially minded, and high-performance culture

Define clear goals, KPIs, and development paths for your team

Drive hiring, onboarding, and enablement initiatives to scale the organization

Act as a hands-on leader, supporting your team in complex customer situations and strategic initiatives

Oversee the health, success, and long-term development of our enterprise customer portfolio

Build trusted relationships with executive stakeholders and decision-makers

Support key accounts through strategic planning, executive business reviews, and value realization initiatives

Ensure customers maximize adoption, business outcomes, and value from the SCAYLE platform

Act as an escalation point and trusted advisor for complex customer challenges

Own customer retention and expansion strategies across the portfolio

Identify opportunities for upselling and cross-selling in collaboration with Sales and Customer Success

Monitor portfolio performance and proactively manage risks and opportunities

Drive sustainable account growth through strong customer partnerships and business impact

Act as a strategic interface between customers and internal Product, Technical, and Commercial teams

Help define and optimize scalable account management processes and governance structures

Contribute to the evolution of SCAYLE's customer engagement strategy and service offering

Align business and technical stakeholders to ensure outstanding customer experiences

Qualifications

8+ years of experience in Account Management, Customer Success, Consulting, or other customer-facing leadership roles within SaaS, E-commerce, or technology environments

Proven success in leading, coaching, and developing high-performing customer-facing teams

A strong commercial mindset combined with a passion for customer success, value creation, and long-term relationship building

Confidence in engaging with senior stakeholders and building trusted relationships at C-level

The ability to navigate complex organizations and align business, technical, and customer stakeholders around common goals

Hands-on experience managing customer retention, expansion, customer health, and portfolio performance

A highly analytical and KPI-driven approach, paired with the ability to make data-informed decisions

A passion for working in fast-paced, high-growth environments and building structures, processes, and teams that scale

Excellent communication, presentation, and stakeholder management skills

Fluency in English

Nice to Have

Experience with enterprise commerce platforms such as Salesforce Commerce Cloud, commercetools, SAP Commerce, or Shopify Plus

Experience scaling teams and processes in high-growth SaaS organizations

German language skills

Additional Information

Main Benefits

Flexible working times

40% discount on our ABOUT YOU online shop

Fresh fruits + drinks everywhere

Language courses (German & English)

Free sports courses & reduced price for Wellpass membership

Subsidized public transportation ticket

Free choice of hardware and operating system (Mac, Windows, Linux) also for private usage

Modern office in the city center of Hamburg

International working environment and English as company language

Agile work environment and cross-functional teams

Dog-friendly office

Professional training

Company pension plan

Help in relocation and VISA process

(Benefits may vary depending on location)

Simply apply online via our career page - we will get back to you as soon as possible!

A Place Where You Can Be You

We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are.

Different backgrounds and perspectives make us stronger and shape our culture in ways that matter.

What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.