Account Manager – Business Customers

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

📋 Description

• Serve as the primary contact and trusted advisor for a portfolio of small to medium-sized business customers, while also supporting early-stage Enterprise accounts with enhanced engagement, particularly during the crucial onboarding phase.

• Take ownership of retention, expansion, and renewal results across the portfolio, possessing a solid commercial understanding of Annual Recurring Revenue (ARR), Net Retention Rate (NRR), and the factors that drive growth beyond 100% NRR.

• Identify gaps throughout the customer journey, from onboarding to renewal, and create scalable, impactful enhancements (including 1:many onboarding for SMBs and customized 1:1 for Enterprises).

• Collaborate cross-functionally with Customer Experience, Product, Operations, Commercial, and Marketing teams, assuming a project management role when multiple departments are involved and providing the customer perspective internally (both positive and negative).

• Analyze usage and adoption data to decipher the critical product usage path that indicates renewal, translating this into proactive intervention and expansion strategies.

• Address challenging client situations with transparency and a customer-centric focus: clearly explain the issue, the steps being taken, and progress along the way.

• Develop and refine the Business Account Management playbook from scratch, encompassing scalable onboarding programs, signal-driven renewal processes, and proactive risk mitigation strategies.

• 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 deep understanding of the business customer community's needs.

• Assist in defining and measuring the ideal Business Account Management experience at scale.

⛳️ Requirements

• Demonstrated experience in account management or customer success within fast-paced B2B settings. You are focused on building and enhancing, not merely maintaining.

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

• A proactive attitude and a willingness to go above and beyond. You move quickly, prioritize customer satisfaction, and ensure tasks are completed efficiently.

• A comprehensive understanding of what exceptional customer experience entails at scale, supported by a consistent track record of delivering such experiences.

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

• Outstanding communication and listening skills, enabling effective collaboration across teams and accurately conveying the customer voice in internal discussions.

• Comfort in operating at a fast pace: managing a portfolio of hundreds of accounts and renewals with diligence and attention to detail.

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

🏝️ Benefits

• Competitive salary

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

• 25 days of holiday plus public holidays - Swap out public holidays for those that are most meaningful to you. Additionally, enjoy an extra day off for your birthday 🎉.

• Remote & flexible working - We operate fully remotely with defined core hours, and there are no internal meetings scheduled 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 allocated for anything that supports your wellbeing - from therapy to gym memberships to meditation apps.