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.

• Emphasize renewal, retention, and growth opportunities.

• Facilitate customer check-ins, success discussions, and business evaluations.

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

• Manage renewal readiness by monitoring timelines, verifying subscription details, identifying risks, and ensuring timely closure.

• Conduct commercial renewal discussions, including pricing, term alignment, objections, documentation, and coordination with stakeholders.

• Discover and cultivate upsell, cross-sell, user growth, and product expansion opportunities.

• Keep precise records of accounts, contacts, subscriptions, renewals, opportunities, and next steps within the CRM.

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

• Serve as the customer’s advocate internally by communicating feedback, risks, product insights, and market trends.

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

⛳️ Requirements

• 5+ years of experience in B2B SaaS Customer Success, Account Management, Relationship Management, Renewals, or a similar customer-centric commercial position.

• Demonstrated ability to manage a customer portfolio with a focus on adoption, retention, renewals, and expansion.

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

• Strong commercial insight with the capacity to identify upsell, cross-sell, user growth, and product expansion opportunities.

• Ability to translate customer objectives, adoption trends, and business challenges into success strategies, account plans, and renewal narratives.

• Proficient with CRM systems, renewal/opportunity records, customer health data, and forecasting inputs.

• Experience with Microsoft Dynamics 365 is advantageous.

• Exceptional relationship-building abilities with customer stakeholders and internal partners.

• Strong written and verbal communication skills.

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

• Proactive, accountable, and comfortable thriving in a fast-paced environment.

🏝️ Benefits

• Flexible work arrangements: home, office, or a hybrid approach; adaptable start times.

• 10% of working hours allocated for personal development.

• 20 days of annual leave.

• 5 additional discretionary days each year.

• Observance of public holidays and provision for carer's 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 monthly lunches for remote employees.

• Frequent social events.