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.