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.