As a Senior Account Manager, you will serve as the strategic partner for our customers,
owning the entire post-sale relationship and lifecycle. This role will ensure every customer
achieves their desired business outcomes while driving the commercial growth and
long-term success of their account.
You will act as a trusted consultant, combining deep product expertise with a sharp
commercial mindset. Your primary objective is to unlock and demonstrate maximum value
from our solutions, and then translate that realized value into retention, advocacy, and
revenue expansion across your entire portfolio. The ideal candidate is a proactive,
outcome-driven professional who excels at building customer relationships, identifying
growth opportunities, and managing the complete customer journey from onboarding to
renewal and beyond.
Responsibilities:
Onboarding & Strategic Adoption:
● Collaborate with implementation teams to ensure a smooth and efficient customer
onboarding process.
● Deliver a world-class initial experience, providing training and guidance to drive early
product adoption and quick wins.
● Develop a deep understanding of the customer's business objectives, priorities, and
key performance indicators from day one.
Value Realization & Strategic Planning:
● Create and manage strategic "Success Plans" that align our solutions with the
customer's core business goals.
● Lead regular strategic check-ins and Executive Business Reviews (EBRs) to
demonstrate progress, prove ROI, and align on long-term objectives.
● Continuously consult with customers on industry best practices and optimization
strategies to ensure they are maximizing the value of their investment.
Account Growth & Commercial Expansion:
● Proactively identify and qualify opportunities for revenue growth, including upsells,
cross-sells, and geographical or brand expansions.
● Review existing contracts to identify whitespace and develop targeted strategies for
account growth.
● Craft and deliver compelling commercial proposals, manage negotiations, and
successfully close expansion deals to increase contract value.
Renewal Management & Retention:
● Own the entire renewal process for your portfolio, from forecasting to negotiation and
closure, ensuring high retention rates.
● Monitor customer health metrics, identify churn risks, and implement proactive
mitigation strategies.
● Effectively communicate ongoing value and innovation to justify renewals and
negotiate pricing adjustments.
Relationship Management & Advocacy:
● Build and maintain strong, multi-level relationships with key stakeholders, from daily
users to executive sponsors.
● Act as the primary point of contact and "first problem solver" for complex issues,
coordinating with internal teams (Support, Product, Operations) to ensure timely
resolution.
● Serve as the voice of the customer internally, advocating for their needs and
influencing the product roadmap.
Operational Excellence:
● Maintain meticulous records of all account activity, opportunities, and forecasts within
the CRM (e.g., Salesforce).
● Stay current on industry trends and technological advancements to position yourself
and the company as a thought leader.
● Review existing contracts to identify whitespace and develop targeted strategies for
account growth.
● Craft and deliver compelling commercial proposals, manage negotiations, and
successfully close expansion deals to increase contract value.
Your Profile:
● 6+ years of experience in a client-facing role such as Customer Success, Account
Management, Strategic Consulting, preferably within a SaaS or software technology
environment.
● Demonstrated track record of both managing customer relationships and achieving
commercial targets (renewals, upsells, expansion).
Skills & Competencies:
● Dual-Minded: You possess a unique blend of customer-centricity and commercial
acumen. You are passionate about customer success and equally driven to grow
revenue.
● Strategic & Analytical: You are not afraid of data and can translate performance
metrics into a compelling value story and actionable insights for customers.
● Consultative Approach: You have strong consulting skills and the ability to guide
customers, challenge their thinking, and lead them toward business success.
● Exceptional Communicator: You have excellent executive communication,
presentation, and interpersonal skills, with the ability to build rapport and establish
trust quickly.
● Skilled Negotiator: You are comfortable leading commercial discussions, managing
objections, and negotiating contracts to a successful close.
● Proactive Problem-Solver: You see challenges as opportunities and take a
forward-looking, structured approach to finding solutions.
● Organized & Accountable: You are highly organized, capable of managing a
diverse portfolio of accounts, and committed to maintaining accurate records and
forecasts. You successfully prioritise your time to maximise your impact
● Industry Knowledge: Experience in Digital Marketing or a related field is a
significant advantage.
