Head of Customer Account Management, Swapcard
Salary not provided
Senior and Expert level
London
Remote from Canada
AI-powered virtual & hybrid event platform
Be an early applicant
AI-powered virtual & hybrid event platform
101-200 employees
B2BArtificial IntelligenceLead generationNetworkingSaaSMobileVideoCommunity
Be an early applicant
Salary not provided
Senior and Expert level
London
Remote from Canada
101-200 employees
B2BArtificial IntelligenceLead generationNetworkingSaaSMobileVideoCommunity
Company mission
To empower human connections and enhance the way people network.
Role
Who you are
- A growth builder in SaaS. You've delivered growth of this order inside an existing SaaS customer base — qualification, cadence, forecast, expansion pipeline — not just managed a book of accounts well. No event industry experience needed. We can teach you the industry; we can't teach the motion
- Account-based, in practice. You've led, structured and implemented an account-based strategy for a SaaS business, with Marketing alongside you rather than downstream of you
- A complex seller. Long sales cycles, several business units inside the same account, top-down and bottom-up in parallel. You know how to find the blocker — budget, politics, product, timing — name it, and work it rather than wait it out
- An account manager who became a strong coach. You've carried a portfolio yourself, and you develop people in the moment: you can hear what's missing in a discovery call and help the CAM get there themselves next time
- A leader of distributed teams. You've managed managers and a fully distributed team across time zones, ideally between North America and Europe, and you set a standard others want to work to
- A systems thinker with an engineer's mindset. You think in processes, inputs and feedback loops. Strong analytically, fluent in data at portfolio level (CRM, complex spreadsheets), and very organised. Evidence, not instinct, is how you make and defend a call
- Direct. Straight to the point with your team and with clients. Comfortable in difficult customer conversations, willing to push back, and not afraid to ask the hard question early rather than discover the answer late
- Composed under pressure. You do your best work in a fast-moving, high-stakes commercial environment, and you keep the team steady when timelines compress around clients' event dates
- A clear, credible communicator. You report upward without being chased and you partner naturally across functions
- Useful, not essential: experience in events, media or B2B marketplaces, where the buying unit is an event and its date sets the deadline
- Experience: 7 to 10+ years in account management, customer success or commercial roles, including at least 3 managing managers or a distributed team
- Language: fluent English. French is a plus, not a requirement
What the job involves
- Swapcard is the platform behind some of the largest trade shows, conferences and association events in the world, and our Customer Account Managers own the relationship with the organisers who run them
- We're investing in the next stage of that relationship: growth. Our clients don't run one event — they run portfolios, sometimes more than a hundred events, each with its own calendar, its own team and its own decision points. Growing alongside them at that scale is a discipline in its own right: a repeatable motion, a shared qualification standard, and a rhythm built around the client's event cycle rather than our fiscal quarters
- The CAM team sits inside our Customer organisation, alongside Solution Design, Implementation and Support. Whoever leads it works shoulder to shoulder with the teams that scope, deliver and support everything the CAMs sell
- Today, two team leads run the CAM function reporting directly into leadership. As we accelerate the growth motion, we want a single senior leader to bring that work together — someone who builds the playbook with the team, coaches them on live calls, and holds a clear analytical view of where the opportunity sits. That's the role
- Portfolio. 500+ events across our installed base, run by organisers whose portfolios range from a handful of events to well over a hundred
- Team. 10+ people spread between the US and Europe. Two CAM leads report to you directly who run the rest of the team
- Target. +20% growth on the installed base, delivered through an account-based strategy
- Two levers. Higher penetration of each client's event portfolio, and upsell of digital add-ons and additional modules on the events already running on Swapcard
- Mandate. Renew, expand, and prevent churn and downsell
- Lead the CAM team. You'll lead the Customer Account Manager teams across North America and EMEA through your Strategic Account Managers and Team Leads, and set the standard for the wider CAM organisation
- Own the number. Carry the +20% growth target and build the account-based plan behind it: which accounts, which events inside their portfolio, which modules, in which order, and what has to be true for each to land
- Protect the base. Churn and downsell are rarely a surprise to someone who is looking. Build the early-warning discipline, get ahead of the competitive and budget conversations, and treat renewal as a managed motion rather than a date on a calendar
- Build the growth motion. Shape the qualification standard the team works to, the criteria that let an opportunity enter the forecast, and the discipline that keeps the picture current. You'll define what counts as good evidence and help the team hold to it consistently
- Coach on live calls. Join discovery calls alongside the CAMs, debrief together afterwards, and help shape how the next conversation goes. This is where most of the value of the role sits. We expect a lot of hands-on coaching
- Own the KPIs and the weekly rhythm. Activity, contact creation, qualification progress, outreach, forecast. You'll build the pack, read it before anyone else does, and bring attention to where it's needed early rather than explaining it late
- Run the enablement programme. Build it, run it, and certify the team on real accounts. Enablement here is a line responsibility that sits with you, not something handed off
- Align the system. Marketing, Revenue Ops, Sales Enablement, Solution Design and Product. An account-based motion only works when those move together, and making that happen is your job rather than someone else's favour
- Partner with Marketing on account-based campaigns. Work as Marketing's counterpart rather than a requester — personas, account selection, sequencing against each client's event cycle, and an honest, shared read of what worked
- Influence the roadmap. Bring structured insight from the account base back to Product: what's blocking expansion, what competitors are winning on, what the industry is moving toward. Opinions with evidence behind them, early enough to shape what gets built
- Keep the data trustworthy. Account context, classification, CRM hygiene. A stale account brief is worth a real conversation with the team, because the whole motion depends on the data being sound
- Escalate what matters, early. Surface what stands between a client and a decision — product, commercial terms or timing — with the evidence attached and early enough for the decision to change the outcome
Application process
- 1. Screening Interview with a recruiter from our people team
- 2. A remote exercise to demonstrate and assess your skills
- 3. Manager review with your future reporting manager
- 4. Leadership review with one of our department leaders
- 5. Reference check conducted by our people team
- 6. Offer
Salary benchmarks
Our take
Events platform Swapcard is a major player in the events software industry. Impressively adapting to the rise of virtual events, it supplies an end-to-end solution that includes registration, engagement, and networking tools, as well as some novel details like an AI-powered guest matchmaking service.
Acquisitions of MapsPeople and Avolio have seen Swapcard deepen its suite of tools over the years. This is reflective of its approach in positioning itself as a single tech provider capable of handling all aspects of digital, hybrid, and in-person event formats.
Customers like SXSW, Expo Dubai 2020, and Informa are among the high-profile enterprise clients pursuing Swapcard’s services. In a market expected to grow fairly rapidly over the next few years, these players provide a valuable vote of confidence, which suggests a bright future for the company.
Steph
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (2 rounds)
Jun 2018
$4.5m
EARLY VC
Apr 2015
$0.6m
ANGEL
Total funding: $5.1m
Company benefits
- 100% health insurance for all employees
- Coworking budget
- 33 Days PTO
- Learning & development resources
- Work from almost anywhere
- Transport (Country-specific benefits)
- Work-from-home budget
- International team with more than 40 nationalities (and counting)
Company HQ
Sentier, Paris, France
Leadership
Baptiste Boulard
(Co-Founder & CEO)Previously a lawyer at VINCI Concessions and Allen & Overy. Current Member of the Digital Innovation Working Group at UFI.
Damien Courbon
(Co-Founder & COO)Previously an Internal Consultant with Nutricia Medical Nutrition, and went on to work as a Financial Auditor with Deloitte.
Godefroy des Francs
(Co-Founder & CPO)A Business Management and Finance graduate, who went on to hold various project and portfolio management positions, including at BNP Paribas.
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