Head of US Operations & Accounts (BRD-008)

What You'll Be Doing

The Head of US Operations & Accounts will build the operational infrastructure required to scale Breedr’s US commercial organization. Working across business development, trading, customer success, account management, and finance, this role will introduce the systems, processes, data discipline, and management frameworks needed to make our go-to-market teams more efficient, predictable, and commercially effective.

This is a highly cross-functional role focused on turning a fast-moving, entrepreneurial commercial operation into a sophisticated and scalable revenue engine. You will own areas across the business, including forecasting, CRM and reporting infrastructure, account management processes, customer lifecycle operations, KPI development, and commercial prioritization. Success will require more than designing good processes: you will need to earn credibility with commercial teams, understand how they actually work, and implement structures that demonstrably improve productivity, conversion, margin, and customer outcomes. In addition to building Breedr's commercial operating infrastructure, you will lead the US Account Management function, coaching the team and taking ownership of retention, renewals, expansion, and the performance of our existing customer base.

Key Responsibilities

• Build and own operating infrastructure for Breedr's US go-to-market teams across BD, trading, customer success, and account management
• Establish forecasting process across software, trading, and other revenue streams, giving leadership reliable real-time visibility into revenue, margin, and pipeline
• Identify operational bottlenecks across go-to-market teams and ways to improve speed, conversion, productivity, and margin
• CRM architecture, workflows, reporting, and data standards appropriate for a scaling, mature commercial organization
• Establish a sophisticated account management framework, e.g. account ownership, account plans, segmentation, relationship mapping, and customer communication expectations

• Create clear processes for customer onboarding, handoffs, ongoing account management, expansion, renewal, churn prevention, and reactivation
• Lead, manage, and coach the US Account Management team, establishing clear expectations, performance standards, and a consistent approach to customer management
• Own retention and Net Revenue Retention (NRR) performance, establishing targets and providing leadership with clear reporting on retention, expansion, churn, and account health
• Lead the renewal and expansion process across the US customer base, ensuring account plans identify opportunities for upsell, cross-sell, and deeper customer engagement
• Own the escalation framework for strategic and at-risk accounts, supporting Account Managers directly where senior commercial involvement is required
• Define the KPIs and management reporting required to operate the US commercial organization effectively, and systems to track progress
• Partner with finance to ensure US revenue reporting reconciles with financial reporting
• Prioritization frameworks for opportunities so teams can focus resources on those with the highest expected return
• Translate company targets into measurable team, segment, product, or channel targets
• Track and report on margin, customer concentration, retention, operational burden, and weigh against scalability
• Build credibility with go-to-market team and demonstrate how increased process discipline makes them more effective vs just creating additional admin work