Account Manager – Business Customers

Role Overview

• Be the primary point of contact and trusted advisor for a portfolio of SMB business customers, while supporting early Enterprise accounts with higher-touch engagement, particularly at the crucial onboarding juncture.
• Own retention, expansion, and renewal performance across the portfolio, with a clear commercial understanding of ARR, NRR, and what drives growth above 100% NRR.
• Identify gaps across the customer journey, from onboarding through to renewal, and design scalable, high-impact improvements (including 1:many onboarding for SMB and tailored 1:1 for Enterprise).
• Work cross-functionally across CX, Product, Ops, Commercial, and Marketing, taking a project management role when multiple departments are involved and sharing the customer voice internally (the good and the bad).
• Interpret usage and adoption data to understand the critical product usage path that predicts renewal, and translate it into proactive intervention and expansion strategies.
• Handle tough client situations with transparency and customer-centricity: explain the problem, the steps, and progress as you go.
• Build and evolve the Business AM playbook from the ground up, including scalable onboarding programmes, signal-led renewal motions, and proactive risk mitigation.
• Partner with Commercial and Data teams to refine likelihood-to-renew models and implement data-driven expansion plays.
• Travel to visit key accounts and deeply understand the pulse of the business customer community.
• Help define and measure what great looks like for Business AM at scale.

Requirements

• Proven experience in account management or customer success in fast-moving B2B environments. You're building and improving, not caretaking.
• Strong commercial instincts: a genuine understanding of ARR (Annual Recurring Revenue), NRR (Net Retention Rate), and expansion, and a drive to push NRR above 100% through proactive commercial plays.
• A bias to action and willingness to go the extra mile. You move fast, love the customer, and get things done.
• A deep understanding of what exceptional customer experience looks like at scale, and a consistent track record of delivering it.
• Fluency in CRM tools (e.g. HubSpot) and the ability to translate usage, adoption, and commercial data into clear actions.
• Excellent communication and listening skills, with the ability to work cross-functionally and carry the customer voice into internal conversations.
• Comfort operating at high velocity: managing a portfolio of hundreds of accounts and renewals with rigour and care.
• Strong instincts around retention, renewal, and value realisation.

Benefits

• Competitive salar
• Stock Options
• everyone on the team has ownership in our mission.
• 25 days holiday + public holidays
• Swap public holidays for ones that matter most to you. Plus, get an extra day off for your birthday 🎉.
• Remote & flexible working
• We’re fully remote with clear core hours, and no internal meetings on Friday afternoons.
• Home working & wellbeing budgets:
• Up to £1,200 / €1,200 annually to upgrade your remote setup (co-working passes, equipment, etc.).
• Up to £150 / €150 monthly on anything that supports your wellbeing
• from therapy to gym memberships to meditation apps.