Account Manager

Role Overview

• Own a portfolio of Mid-Market & Small Enterprise customers, acting as a trusted advisor and commercial lead across renewal and growth.
• Build and execute Customer Success Plans (CSPs) with clear outcomes, milestones, stakeholders and value hypotheses.
• Quantify, track and communicate value realisation (ROI/business impact), preparing and presenting success metrics and commercial narratives to executive sponsors and C-suite stakeholders.
• Develop a deep understanding of each customer’s priorities, operating model, systems landscape, and roadmap—using this to shape account strategy and unlock expansion.
• Run proactive account governance (e.g., EBRs/QBRs), ensuring adoption, stakeholder engagement and action plans stay on track.
• Monitor customer health and engagement to identify risk early, lead retention plans, and mobilise internal teams to protect and grow revenue.
• Identify, qualify and progress upsell/cross-sell opportunities, building business cases, aligning stakeholders, and partnering with AEs/founders where needed to close.
• Lead renewals end-to-end: timeline management, commercial negotiation support, stakeholder alignment, and forecasting accuracy.
• Triage technical and non-technical issues with urgency and strong judgement, coordinating the right internal resources while keeping customers informed and confident.
• Be the voice of the customer internally: capture product feedback, influence prioritisation with evidence, and manage expectations on deliverables and timelines.
• Stay close to market trends and competitive landscape, contributing to strategic initiatives that improve our commercial approach and customer outcomes.

Requirements

• Proven experience in Account Management / Customer Success in B2B SaaS (or a consultative commercial role), owning senior stakeholder relationships and outcomes across a portfolio.
• Demonstrable commercial track record: leading renewals, retaining revenue, and creating growth through upsell/cross-sell (with clear examples of how you sourced, shaped and progressed opportunities).
• Strong value-based selling and storytelling skills: you can quantify impact, build a business case, and present success metrics/ROI confidently to executive sponsors and C-suite.
• Experience running structured account governance (e.g., CSPs, QBRs/EBRs, exec sponsor plans), translating customer goals into measurable plans and driving them to completion.
• Comfortable managing complex, multi-stakeholder enterprise accounts—navigating economic buyers, decision-makers, champions and influence networks to drive change.
• Proficient in MEDDPICC or similar sales methodology.
• Evidence of proactively identifying risk and leading “save plans”: diagnosing root causes, mobilising internal teams, and executing clear recovery plans with pace and accountability.
• Strong cross-functional leadership: you’re effective at coordinating Product, Delivery/Implementation, Support and Sales to unblock customers and deliver outcomes, without needing formal authority.
• Analytical and systems-minded: you enjoy using data (usage, outcomes, financials) to spot patterns, forecast risk, and prioritise where to invest time for maximum impact.
• Technically curious and quick to learn: you can understand customer environments and product capabilities well enough to advise, educate and credibly challenge.
• Excellent prioritisation and execution in a fast-paced environment; you can manage multiple workstreams, run a tight cadence, and keep stakeholders aligned.
• Clear, direct communicator with high ownership: you follow through, set expectations well, and bring energy and professionalism to customer interactions.

Benefits

• Competitive salary of £45,000
• £65,000 depending on experience + £8,000 commission
• 27 days of annual leave (including 3 days Christmas closing) which increases up to 3 days based on tenure, with the option to roll over, buy or sell up to 3 days
• Hybrid working with two days a week from our dog-friendly Hoxton office
• On-site gym and cycle to work scheme
• Employee discount at over 100 retailers
• Comprehensive private medical & dental cover with Vitality
• Enhanced parental leave pay
• Learning & development culture – £1,000 personal annual budget
• We’re carbon-neutral and are working towards ambitious carbon reduction goals
• Lots of team socials & activities
• Annual team retreat