Account Manager

London Source: WhatJobs

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Account Manager

London (hybrid, with client site travel) | Reports to Customer Success Director | Series A SaaS | Full-time

About Expian

Expian is a SaaS ticketing platform built for demanding visitor‑economy operators: large heritage and cultural attractions, ferry operators, and large‑scale ticketed events. From timed‑entry heritage sites to multi‑vessel, multi‑route operations for carriers like P&O Ferries, through to seasonal events at the scale of Lapland UK, we handle ticketing complexity others cannot.

For our clients, ticketing is mission‑critical. It sits directly where revenue, operations, and customer experience meet.

When a client goes live, the relationship is only starting. Our clients sign long‑term contracts and expect a partner, not a vendor. They need someone who understands their business, helps them get more value from the platform every season, and stands beside them when issues need solving. We are hiring an Account Manager to be that partner.

The opportunity

You will own a portfolio of live clients across heritage, ferries, and events, acting as their advocate inside Expian. Your job is to know each client’s business well enough to see what they need before they ask. You will spot where they leave revenue on the table, which platform capabilities they have not adopted, what their next season demands, and where operational friction is building.

The role balances four core areas:

Deepening platform adoption so clients get maximum value.
Collaborating with clients to troubleshoot and solve operational issues.
Representing client needs in our product roadmap, including helping them prioritise and fund key functionality.
Making renewal the obvious choice through continuous value delivery.

Retention is the outcome; genuine partnership is how you get there.

What you will own

Client relationships and understanding:

Know the client's business: Learn each client's operating model, commercial pressures, and seasonal rhythms (such as a ferry operator's schedule, a heritage site's peak weekends, or an event's on‑sale moments) well enough to anticipate needs rather than react to them.
Trusted point of contact: Be the person clients call first: approachable, responsive, and honest. Build relationships at multiple levels, from daily operators to senior stakeholders.
Account plans and cadence: Run a regular rhythm of check‑ins, business reviews, and account planning for every client in your portfolio with clear actions and follow‑through.
Voice of the client: Bring structured client insight back into Expian product, support, and leadership teams so decisions reflect operational realities.

Adoption and value:

Platform adoption: Know the Expian platform deeply and make sure clients do too. Surface unused capabilities, share best practices across the client base, and turn features into measurable commercial value.
Value reviews: Show clients the value they gain in operational terms: revenue growth, throughput, conversion, and hours saved.
Training and enablement: Keep client teams capable through staff turnover and seasonal hiring by coordinating refresher training and clear documentation.

Troubleshooting and problem‑solving:

First line of partnership: When something is not working, work the problem with the client directly rather than routing them into a queue. Use your platform knowledge to diagnose issues before pulling in specialists.
Orchestrate resolution: Bring in Expian support, engineering, or product at the right moment. Keep the client informed with honest timelines and own the issue until it is closed.
Turn issues into trust: Handle hard moments, like outages or peak‑day incidents, with calm, direct communication and follow‑up that proves we learned from it.

Commercial ownership and retention:

Retention: Own renewal outcomes for your portfolio. Track account health, spot risk early, and act on it year‑round.
Prioritised and funded functionality: When a client needs functionality beyond the standard roadmap, help them build the case. Clarify requirements with product, shape commercial arrangements for client‑funded development, and oversee delivery.
Expansion: Identify opportunities to grow accounts through new sites, routes, events, or additional modules, working with the commercial team to land them.
Commercial hygiene: Keep contracts, entitlements, and billing clean and current.

What success looks like in your first 12 months:

Retain every client in your portfolio while tracking account health with zero last‑minute renewals.
Measure deeper platform adoption across your accounts, including activated features and regular value reviews.
Resolve client issues collaboratively so clients describe working with Expian as a true partnership.
Shape and deliver at least one client‑funded development item that creates a strong commercial outcome.
Identify and land expansion revenue within existing accounts alongside the commercial team.
Establish a structured voice‑of‑the‑client channel that product and leadership teams actively use.

Who you are

You bring genuine relationship instincts, technical understanding to hold credible platform conversations, and industry knowledge that lets you talk to clients about their business.

Must‑haves:

3+ years in account management, customer success, or client‑facing delivery for a B2B SaaS product.
Familiarity with the visitor economy (attractions, heritage, transport, or live events) and the ability to learn a client's business quickly.
Practical understanding of SaaS platforms, including APIs, integrations, configuration versus customisation, and reporting.
Clear, direct, and warm communication skills across all roles, from gate staff to C‑suite executives.
Active listening skills that show empathy in practice, ensuring clients feel understood rather than managed.
Commercial acumen to own renewals, spot growth opportunities, and discuss pricing directly.
Strong organisational skills to keep commitments clear and met across a demanding portfolio.
A calm, resourceful approach during peak‑day incidents and complex operational challenges.

Nice‑to‑haves:

Direct experience in ticketing on either the vendor or operator side.
Experience managing client accounts through platform migrations or major upgrades.
Familiarity with payments, access control, CRM, or e‑commerce systems in transactional environments.
Experience using AI‑assisted tools to improve productivity.

How we work

We are a London‑based team working in a hybrid model: typically a few days a week in the office and the rest where you work best. This role includes travel, as the best client conversations happen on site at attractions, ports, and venues. We move fast and actively use AI to increase our impact.

Compensation