Account Manager, Customer Growth

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

📋 Description

• Take ownership of a designated portfolio of TrustFlight accounts from the point of contract signing through to renewal and beyond, acting as the primary commercial and relationship contact for each account.

• Proactively manage renewals: comprehend each account’s contract timeline, foresee risks early on, and ensure that commercial discussions are always anticipated.

• Identify and cultivate expansion opportunities within current accounts, including additional products, increased user seats, and service engagements, while collaborating with internal teams to successfully close these discussions.

• Conduct regular, structured business reviews with essential stakeholders such as Directors of Safety, Heads of Compliance, Quality Managers, Continuing Airworthiness Managers, and VP Operations, concentrating on adoption, outcomes, and the client’s shifting priorities.

• Monitor account health: track product adoption, pinpoint early signs of dissatisfaction or underutilization, and intervene proactively before risks lead to churn.

• Develop a comprehensive understanding of each customer’s operational context, regulatory environment, internal workflows, and strategic priorities, ensuring that TrustFlight’s roadmap and offerings are consistently aligned with their needs.

• Collaborate closely with the AE team on expansion opportunities that require new business development skills, and work with Product and Services teams to guarantee customers are maximizing the value from their purchases.

• Establish multi-threaded relationships within accounts, engaging not just with the primary contact, but also with individuals across safety, operations, compliance, IT, and leadership, ensuring resilience in the relationship amidst personnel changes.

• Keep accurate records of accounts, renewal forecasts, and the expansion pipeline in HubSpot, providing clear visibility at every stage.

• Represent TrustFlight at industry events and assist customers in sharing their success stories with the broader aviation community.

• Travel frequently to client sites and industry events to strengthen customer relationships.

⛳️ Requirements

• A demonstrated history in account management, customer success, or renewal sales with quantifiable commercial outcomes, renewal rates, NRR enhancement, or expansion ARR, particularly with upper mid-market and enterprise customers.

• The capability to forge trusted, multi-threaded relationships within complex organizations, engaging with operational, technical, and executive stakeholders.

• Strong commercial instincts: the ability to identify expansion opportunities, construct a business case, and engage in conversations at the right moment with the appropriate person.

• High learning agility and intellectual curiosity; given the broad TrustFlight portfolio and specialized industry, you will need to commit to expanding your knowledge, and you’ll receive full support in this endeavor.

• A highly collaborative working style; this role relies on close partnerships with AEs, Marketing, Product, and Services teams.

• The gravitas to maintain credibility with seasoned aviation professionals, safety directors, accountable managers, and quality leads throughout a multi-year relationship.

• Proactive communication practices: customers should never be caught off guard by a renewal discussion, a product change, or a shift in account status.

• Excellent written and verbal communication skills in English; proficiency in additional languages is an advantage.

• Willingness to travel to client sites and industry events.

🏝️ Benefits

• Competitive compensation: We highly value the contribution and experience you bring to our team. The actual compensation will be determined based on skills, qualifications, relevant experience, and work location.

• Health & Wellness: A comprehensive health benefits package that includes life assurance and private health insurance.

• Generous time off, plus an additional day off to celebrate your birthday.

• Professional Growth: As a rapidly growing company, we provide exceptional opportunities for career advancement and skill development.

• Invest in Your Future: Benefit from our company contribution to your pension.