Strategic Customer Account Manager

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

📋 Description

• Take ownership of the success and growth of a single enterprise customer within a designated geographic area.

• Promote platform adoption and demonstrate ROI across regional accounts after sales and renewals.

• Ensure customer satisfaction and engagement by anticipating risks through active listening, monitoring usage, and intervening early.

• Manage responses for detractors and at-risk customers, coordinating outreach and mitigation efforts.

• Assist with renewals, expansions, upgrades, and cross-selling initiatives.

• Create accurate forecasts based on client usage patterns and market trends.

• Collaborate with clients to design and monetize add-ons.

• Monitor competitor tools, contract timelines, and renewal cycles; maintain a regional market overview.

• Evaluate pain points, likelihood of switching, and barriers; aim to increase market share annually.

• Serve as the primary point of contact and strategic advisor for regional stakeholders.

• Cultivate multi-level influence networks across digital operations, marketing, sales, and leadership teams.

• Uphold structured engagement schedules on a weekly, monthly, quarterly, and bi-annual basis.

• Formulate comprehensive account plans along with 90/60/30-day action plans.

• Establish mutual success metrics and benchmark performance.

• Oversee the strategic deployment of in-scope events and collaborate with Customer Implementation Managers for delivery.

• Ensure Gainsight data integrity and document account activities on a weekly basis.

• Offer flexible onsite engagement for critical high-value moments.

⛳️ Requirements

• A minimum of 5 years in a Customer Success, Account Management, or a hybrid commercial role within SaaS or event technology.

• Demonstrated success in managing and expanding enterprise accounts, with commercial responsibility for renewals, upsells, and quotas.

• Strong strategic and consultative capabilities.

• Exceptional project management skills and ability to coordinate cross-functional teams effectively.

• Comfort in fast-paced, ambiguous, and evolving environments.

• Willingness to travel frequently within the region, including attending industry events and onsite activations.

• Proficiency in English.

• Nice to have: experience managing a large, multi-division enterprise account or a specific regional territory.

• Nice to have: familiarity with event technology, exhibitions, or the trade-show ecosystem.

• Nice to have: working knowledge of Salesforce and Gainsight.

• Nice to have: proficiency in additional languages relevant to the region, such as Arabic.

🏝️ Benefits

• Remote-first policy with headquarters located in Paris.

• Opportunities for career growth.

• Generous Paid Time Off.

• Remote work perks.

• In-person social events.

• 100% coverage of your health insurance contribution by Swapcard.

• Budget for work-from-home equipment.

• Co-working space budget.

• Budget allocated for learning and development.

• Initiatives focused on mental health care.