Account Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Take ownership of a portfolio of ANZ customer accounts throughout the post-sale lifecycle, with a strong emphasis on renewal, retention, and growth.

• Conduct customer check-ins, success discussions, and business review meetings.

• Comprehend customer objectives, reinforce value propositions, identify potential risks, and align Zensai with business requirements.

• Manage renewal readiness, which encompasses timelines, subscription specifics, risk identification, customer preparation, and ensuring timely closure.

• Facilitate commercial renewal discussions, addressing pricing, term alignment, objections, documentation, and coordination with stakeholders.

• Discover and cultivate opportunities for upselling, cross-selling, user growth, and product expansion.

• Keep precise records of accounts, contacts, subscriptions, renewals, opportunities, and subsequent actions in the CRM.

• Analyze customer health indicators, usage trends, support themes, stakeholder changes, and engagement patterns to identify churn risks or expansion opportunities.

• Serve as the internal advocate for the customer by relaying feedback, risks, product insights, and market trends.

• Collaborate with Sales, Product, Marketing, Support, Customer and Technical Success, RevOps, and Finance teams.

⛳️ Requirements

• A minimum of 5 years’ experience in B2B SaaS Customer Success, Account Management, Relationship Management, Renewals, or a comparable customer-facing commercial position.

• Demonstrated capability to manage a customer portfolio with responsibility for adoption, retention, renewals, and growth.

• Experience leading or supporting renewal discussions, including contract timing, pricing negotiations, stakeholder follow-ups, and commercial risk management.

• Strong commercial acumen with the ability to identify upsell, cross-sell, user growth, and product expansion possibilities.

• Skill in translating customer objectives, adoption trends, and business challenges into success plans, account strategies, and renewal narratives.

• Proficiency in working with CRM systems, renewal/opportunity records, customer health metrics, and forecasting tools.

• Familiarity with Microsoft Dynamics 365 is advantageous.

• Exceptional relationship-building abilities with both customers and internal stakeholders.

• Outstanding written and verbal communication skills.

• Experience with Microsoft 365, Teams, SharePoint, HR technology, learning, engagement, or performance solutions is highly valued.

• Proactive and responsible, with comfort in a dynamic work environment.

🏝️ Benefits

• Flexible work arrangements: work from home, the office, or a combination; adjustable start times.

• 10% of working hours allocated for personal development.

• 20 days of annual leave.

• 5 additional discretionary days each year.

• Public holidays and carers leave.

• 6 months of paid parental leave for mothers.

• 4 months of paid parental leave for fathers and co-parents.

• 12% superannuation contribution.

• Coverage for workers' compensation.

• $1,000 AUD allowance for home office setup.

• Weekly team lunches, or a monthly lunch for remote employees.

• Regular social events.