Account Manager – Business Customers

📋 Description

• Serve as the main point of contact and trusted advisor for a portfolio of SMB business clients, while providing enhanced engagement for early Enterprise accounts, especially during the important onboarding phase.

• Take ownership of retention, expansion, and renewal metrics across the portfolio, with a clear commercial insight into ARR, NRR, and the key drivers for growth exceeding 100% NRR.

• Identify shortcomings in the customer journey, ranging from onboarding to renewal, and create scalable, high-impact enhancements (including 1:many onboarding for SMB and customized 1:1 for Enterprise).

• Collaborate cross-functionally with CX, Product, Ops, Commercial, and Marketing, taking on a project management role when multiple teams are involved and advocating for the customer perspective internally (both positive and negative).

• Analyze usage and adoption data to identify the essential product usage path that indicates renewal, and convert this into proactive intervention and expansion strategies.

• Navigate challenging client situations with transparency and a focus on customer-centricity: outline the issue, the steps being taken, and progress throughout the process.

• Develop and refine the Business AM playbook from scratch, including scalable onboarding programs, signal-led renewal strategies, and proactive risk mitigation.

• Collaborate with Commercial and Data teams to enhance likelihood-to-renew models and execute data-driven expansion initiatives.

• Travel to meet key accounts and gain a thorough understanding of the business customer community's needs.

• Assist in defining and assessing what excellence looks like for Business AM at scale.

⛳️ Requirements

• Demonstrated experience in account management or customer success within dynamic B2B environments. You focus on building and enhancing, rather than merely maintaining.

• Strong commercial acumen: a true comprehension of ARR (Annual Recurring Revenue), NRR (Net Retention Rate), and expansion, with a commitment to elevate NRR above 100% through proactive commercial initiatives.

• A proactive approach and readiness to go the extra mile. You work swiftly, prioritize the customer, and achieve results.

• A comprehensive understanding of what exceptional customer experience entails at scale, along with a proven track record of delivering it consistently.

• Proficiency in CRM tools (e.g., HubSpot) and the capability to convert usage, adoption, and commercial data into actionable insights.

• Outstanding communication and listening abilities, with the capacity to collaborate cross-functionally and convey the customer voice in internal discussions.

• Comfort with operating at a high pace: managing a portfolio of hundreds of accounts and renewals with diligence and attention.

• Strong intuition regarding retention, renewal, and value realization.

🏝️ Benefits

• Competitive salary

• Stock Options - every team member has a stake in our mission.

• 25 days of holiday + public holidays - Swap public holidays for those that matter most to you. Additionally, receive an extra day off for your birthday 🎉.

• Remote & flexible working - We operate fully remotely with defined core hours and no internal meetings on Friday afternoons.

• Home working & wellbeing budgets:

• Up to £1,200 / €1,200 annually to enhance your remote setup (co-working passes, equipment, etc.).

• Up to £150 / €150 monthly for anything that supports your wellbeing - from therapy to gym memberships to meditation apps.