Account Manager

Account Manager

Department: Customer Success
Reports to: Chief Customer Officer

Role Purpose

Maximise customer value by driving engagement, product adoption, retention and commercial growth while acting as the strategic relationship owner following customer onboarding.

Core Responsibilities

• Develop strategic relationships with customer stakeholders.
• Create and maintain Account Success Plans.
• Drive platform adoption and customer value realisation.
• Identify and close upsell, cross-sell and expansion opportunities.
• Lead account reviews and executive business reviews.
• Monitor customer health, risks and opportunities.
• Support renewals and maximise Net Revenue Retention.
• Maintain accurate CRM records and account plans.

Key Performance Indicators

• NRR
• GRR
• Customer Retention
• Expansion Revenue
• Platform Adoption
• CSAT & NPS
• Customer Health
• CRM Accuracy

Skills & Behaviours

• Customer centric
• Commercially minded
• Relationship management
• Strategic thinking
• Communication
• Organisation
• Accountability
• Solution focused

Essential Experience

• Enterprise SaaS Account Management experience.
• Commercial growth experience.
• HubSpot or CRM knowledge.
• Stakeholder management.
• Knowledge of SaaS adoption metrics.

Preferred Experience

• Global mobility experience.
• Enterprise customer portfolio.

What Success Looks Like

• High retention.
• Growth in customer revenue.
• Strong adoption.
• Excellent customer satisfaction.
• Accurate account governance.

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