Account Management Manager (Team Lead)

**Who Are We❓** We Are Servme! A powerhouse guest experience and CRM platform built for modern hospitality. Born to simplify operations, we offer table and seat management, waitlist, guest profiling, commission-free online bookings, a full marketing suite, and razor-sharp analytics. Purpose-built from the front to the back of the house, Servme seamlessly integrates with telephone systems, point of sale, hotel PMS, payments, and major social platforms like Facebook, Google, and Instagram. We're not just another booking tool — we're the operational brain behind smarter restaurants, cafes, and hotels. And yes, we're growing fast. With a relentless focus on streamlining hospitality, Servme is becoming the go-to guest experience platform in the region and beyond. Ready to serve smarter? That's Servme. **The Job in a Nutshell** At Servme, growth is driven by execution. We are looking for a Team Lead – SMB Account Management (Retention & Growth) to lead a team of 3–5 Account Managers, with full ownership over churn reduction, expansion revenue, and ARR growth across our SMB portfolio. This is a player-coach role — you will be responsible for both team performance and your own individual revenue target. You are expected to lead from the front, actively driving retention and expansion while building a team that consistently delivers strong commercial outcomes. **What Will You Do❓** This is not a traditional management role. We are looking for a high-intensity, execution-driven Team Lead – SMB Sales (GCC) who can close deals, lead from the front, and drive a team to consistently hit and exceed targets. This is a player-coach role, you will own your own quota while managing and scaling a team of 2–4 Business Development Managers. You are expected to bring structure, discipline, and strategy, while maintaining a strong personal contribution to revenue. Responsibilities: * Own and deliver on both team targets and individual revenue targets (retention and expansion) * Lead and manage a team of 3–5 Account Managers, driving accountability and performance * Personally manage and grow a portfolio of accounts, contributing directly to ARR * Identify and execute on upsell, cross-sell, and expansion opportunities * Proactively identify churn risks and implement strategies to retain key accounts * Step in on at-risk or high-value accounts to drive retention and revenue outcomes * Coach and mentor the team on client engagement, commercial conversations, and value positioning * Drive strong product adoption and engagement to support retention * Establish and enforce account management processes, playbooks, and performance standards * Monitor key metrics including churn rate, expansion revenue, ARR growth, and account health * Maintain strong visibility on renewals pipeline and revenue forecasting * Collaborate with Sales, Support, and Product teams to improve overall customer experience **Requirements** **What Are We Looking For❓** * 5-8 years of experience in account management, customer success, or client-facing commercial roles * Proven track record of reducing churn and driving expansion revenue / ARR growth * Experience managing or mentoring a team in a target-driven environment * Strong commercial mindset with experience in renewals, upsell, pricing discussions, and negotiations * Demonstrated ability to own both individual and team revenue performance * Strong client-facing presence with the ability to build trust and influence outcomes * Experience working with SMB clients in SaaS or hospitality tech is a strong advantage * Data-driven approach to managing account performance and health metrics * Highly proactive, results-oriented, and accountable * Fluency in English and Arabic required (French is a plus) **What We Offer You❗** **We believe you will love working at Servme!** * We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups. * We offer highly competitive compensation packages, including bonuses and the potential for shares. * We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment. * We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.