Manage and grow a portfolio of Enterprise and Mid-Market customers, owning both the relationship and the revenue number
Own the renewal process end to end, including forecasting, negotiation, and contract execution
Identify, build, and close expansion and upsell opportunities within your own book of business
Build trusted relationships with senior stakeholders across L&D, HR, Internal Communications, Enablement, IT, and Transformation teams
Deeply understand customer goals, organisational priorities, and success metrics
Drive onboarding, adoption, engagement, and long-term value realisation
Lead strategic business reviews focused on outcomes, ROI, and growth opportunities
Use customer data and platform insights to proactively drive adoption, reduce churn risk, and surface expansion signals
Act as the voice of the customer internally by collaborating closely with Product and Leadership teams
Help customers scale their use of AI-powered communication and enablement across their organisation

3-6+ years experience in Account Management, Customer Success, or commercial post-sales roles within B2B SaaS
Proven track record owning renewal, retention, or expansion targets, ideally with direct quota accountability
Comfortable managing Enterprise or strategic customer relationships and commercial negotiations
Strong commercial acumen and analytical capability
Ability to interpret customer usage data and translate insights into action plans
Strong discovery, presentation, storytelling, and negotiation skills
Experience partnering closely with Sales teams on expansion opportunities
Excellent written and spoken English

Nice to Have

Experience working with Enterprise L&D, HR, Internal Communications, or Enablement teams
Experience with AI-enabled, transformation, or communication-focused platforms
Familiarity with HubSpot, Salesforce, Gainsight, or similar CRM/CS tools

Account Manager – CSM

Key skills