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.