Head of Account Management - eCOS
Location: Waterloo (Hybrid after probation)
Salary: Competitive salary + performance-related bonus, aligned with your experience and impact
Are you a strategic commercial leader who thrives on building high-performing teams?
Can you turn complex client relationships into long-term revenue growth and operational success?
We’re looking for a Head of Account Management to lead and scale our eCOS client success function at a pivotal stage of growth. You’ll shape how we manage, retain, and grow relationships with some of the UK’s leading conveyancing firms, ensuring our technology delivers measurable value at scale.
This is a key leadership role within InfoTrack, owning account management and client training across eCOS - driving retention, expansion, and customer success as we continue to grow our market presence in legal tech.
About InfoTrack
InfoTrack is a leading provider of technology solutions for the UK conveyancing industry, supporting law firms to deliver faster, more efficient, and higher-quality service to people buying and selling homes.
As adoption of our platform continues to grow, so does the importance of ensuring our clients realise sustained value from our technology.
This role sits at the centre of that evolution, shaping how we manage, retain, and grow relationships with our clients while building a best-in-class account management and client training function.
What you’ll be doing
In this role, you will:
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Develop and execute the account management strategy aligned with overall business goals
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Lead, mentor, and scale a high-performing regional account management team
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Define KPIs, performance metrics, and best practices for client success
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Manage and develop the client training function to enhance customer experience
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Build and maintain strong relationships with key clients and stakeholders
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Act as executive sponsor for strategic and high-value accounts
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Ensure high levels of client satisfaction, retention, and loyalty
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Handle escalations and resolve complex client issues
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Act as the voice of the customer, feeding insights into Product teams
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Identify opportunities for upselling, cross-selling, and account expansion
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Drive account growth strategies to meet or exceed revenue targets
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Monitor usage metrics and proactively manage churn risk
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Continuously improve training strategies and measure effectiveness
What we're looking for
Essential:
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At least 5 years of experience in senior Account Management, Customer Success, Sales, or Client Services roles
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Track record managing enterprise or mid-market client portfolios
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Experience leading and scaling high-performing teams
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Strong commercial mindset with direct ownership of revenue outcomes (retention and expansion)
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Ability to operate credibly with senior stakeholders and executive-level clients
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Excellent communication, negotiation, and influencing skills
Desirable (but not essential):
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Experience in legal tech, SaaS, or the conveyancing/property sector
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Understanding of conveyancing workflows, onboarding processes, and AML/KYC requirements
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Experience translating technology into operational value for clients
Working Hours
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Your working week will be 37.5 hours per week, typically 9:00am – 5:30pm, with opportunities for hybrid working between home and our Waterloo office once probation is completed
Salary and Progression
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Competitive salary + performance-related bonus, aligned with your experience and impact
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You’ll also benefit from annual performance reviews, providing a clear pathway for career development and salary progression
Benefits and Rewards
At InfoTrack, we believe in rewarding our people and creating a positive workplace culture.
You’ll benefit from:
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25 days annual leave, plus bank holidays
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Flexible working options, including hybrid working after probation
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Private health insurance, including dental, optical and hearing cashback
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24/7 health advice line and access to virtual GP appointments
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In-house barista: enjoy freshly brewed drinks throughout the day
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Office snacks, including fruit and refreshments
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Regular team breakfasts and lunches
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“Work From Anywhere” weeks: work remotely from a location of your choice
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Birthday and work anniversary gifts
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Regular social events including summer and Christmas parties, hikes, pub quizzes and more
If you’re looking to lead a high-impact team while shaping the future of client success in legal tech, we’d love to hear from you.
If you have any questions about the role or require any reasonable adjustments as part of the recruitment process, please let us know at [email protected].
