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.