Customer Account Manager

This is a fully remote position, open to applicants in United Kingdom, +1 more country.

📋 Description

• Manage the complete post-sale relationship for a portfolio of Corporate accounts

• Ensure value realization, maintain account health, and oversee renewals

• Actively identify opportunities for expansion

• Function as the main post-sale customer contact from deal closure through onboarding, value delivery, expansion, and renewal

• Take ownership of the strategic customer relationship following the sale

• Facilitate onboarding and adoption by developing and aligning onboarding plans with customers and internal teams

• Conduct Executive Business Reviews to link progress to goals and the roadmap

• Track account health through data-driven insights and engagement indicators

• Manage mitigation strategies for account risks or satisfaction issues

• Identify and direct qualified upsell and cross-sell opportunities

• Collaborate with Account Executives to enhance account value

• Lead the commercial renewal process up to obtaining signatures

• Develop customer testimonials, case studies, and community engagement initiatives, including Training Camps and the Customer Advisory Board

⛳️ Requirements

• Background in software within an XaaS business model such as SaaS, PaaS, or IaaS

• Preference for experience in managing customer relationships across IT Operations, Finance, and Software Engineering

• Proven experience in contract negotiation and conflict resolution

• Demonstrated expertise in customer relationship management, ideally within the Enterprise segment

• Established ability to conduct executive-level business reviews (QBRs/EBRs)

• Experience building relationships with stakeholders at the VP level and above

• Familiarity with the LAER model (land, adopt, expand, retain)

• Capability to identify, qualify, and direct expansion opportunities

• Proficient forecasting skills and a solid understanding of customer base and account health indicators

• Ability to present a value proposition with a technical focus

• Comfortable utilizing AI tools for account research, preparation, and reporting

• 2–4 years of experience in a customer success or account management role, preferably in the technology sector

• Strong understanding of cloud computing, IT services, or related domains

• Ability to build and sustain robust customer relationships

• Experience managing customer accounts comprehensively, including handoffs, onboarding, renewals, and escalations

• Excellent collaboration skills with Technical Account Managers and Sales

• Proficient in using CRM software and other relevant tools

• Understanding of customer success metrics (GRR, NRR) and the ability to analyze data

• Familiarity with Virtual Desktop Infrastructure (VDI), the Microsoft Azure ecosystem, and cloud services is preferred

• Knowledge of IT project management methodologies and best practices is preferred

🏝️ Benefits

• Competitive Base Salary + Commission Plan

• Stock Options

• Health and Welfare Plans

• Life and Disability Insurance Plans

• Retirement Plan

• Unlimited Flexible Paid Time Off, including your birthday off

• Collaborative Team Culture