Role: Commercial Account Manager Company: X-Lab Ltd Start date: April/May 2026 Salary: £40,000 - £45,000 pa Hours: 37.5 hours per week Reporting to: Principal Relationship Manager Location: Remote Role type: Permanent X-Lab is offering an exciting opportunity for a Commercial Account Manager to join our Customer Success team. We're looking for an experienced Commercial Account Manager who can balance strong relationship management with commercial acumen. You'll be responsible for nurturing and growing our UK customer base of 150 accounts, ensuring customers achieve their goals while identifying genuine opportunities to expand the value we deliver to them. This role requires someone who can build trusted relationships at all levels, understand customer needs deeply, and confidently have commercial conversations about how our solutions can support their evolving requirements. You'll be comfortable managing renewals, discussing contract expansions, and presenting ROI, all while maintaining the customer first approach that's central to our success. About X-Lab X-Lab has been around since 2006 but it is the last few years in which we have seen our business transform as we grew from a UK-only business to having customers across the US and Australia. Our core product, Labgnostic, is a service which connects almost 200 diagnostic organisations (primarily pathology labs) together through exchange hubs across Europe and the US. Labgnostic - which has historically been marketed under NPEx (the National Pathology Exchange) in the UK - is the market leader in the UK and, was the data infrastructure for the UK’s national COVID-19 testing response which saw the service process around half a billion COVID-19 results for UK citizens. While we’ve been operating in the UK for almost 20 years, X-Lab has the appetite for growth, opportunities, and scalability of a start-up. As we continue to grow, we’re looking to expand through both the diversity of our product offering and with our geographic reach of our already multinational service to global markets, notably in the US and Australia. Over the last few years, X-Lab have developed two new products; LabReach acts as an order communications portal to enable end users, from any organisation or location, to more easily order tests and receive results from any lab. LabgnosticEQA allows users to manage all of their external quality assurance testing from a range of EQA providers through a single UI and connection to their lab. Additionally, we are currently developing capabilities for Genomics, Cellular Pathology and Phlebotomy workflows to meet the evolving needs of our global customer base. Ultimately, our vision is to be the leader in connecting the world's diagnostic systems to improve healthcare for all. Whilst this is a remote position, and our team lives in lots of different locations around the globe, we do make the effort to meet as regularly as possible as a team for work and social purposes. We encourage a warm and friendly culture which sits at the heart of X-Lab. About the Role As a Commercial Account Manager, you will lead the strategic growth and retention of our UK customer base of 150 accounts. You will join the Customer Success team with a primary focus on identifying and executing upsell and expansion opportunities to drive revenue growth. Your success will be built on developing trusted, long term customer relationships and naturally identifying opportunities to support customers' evolving needs through additional products and services. Key responsibilities Serve as the key contact for your customer accounts, building strong relationships at multiple levels and positioning yourself as a trusted advisor who deeply understands their business objectives, challenges, and growth plans. Develop and maintain deep product expertise to effectively demonstrate value, and proactively identify opportunities to expand accounts with solutions that deliver measurable value. Lead contract renewals 3-6 months in advance, managing the full invoicing cycle and maintaining accurate pipeline forecasting through the CRM system. Analyse account health metrics and usage data to identify at-risk customers and growth opportunities, taking proactive action to maximise retention and expansion. Act as the voice of the customer internally, partnering with Product, Onboarding, and Support teams to gather insights, facilitate discovery sessions, and drive continuous improvement of customer experience. Work with the Finance team to ensure accurate invoicing and support with outstanding payments. About You University degree or equivalent experience, 4-5 years proven work experience in Account Management, Customer Success, or a customer facing role with experience naturally growing accounts through trusted relationships, Track record of account retention and organic growth through understanding customer needs and delivering value, Excellent verbal and written communication skills, Demonstrated ability to influence and negotiate with key stakeholders, Ability to manage a large portfolio of accounts while prioritising high-value opportunities, Commercial awareness with the ability to recognise opportunities and articulate value in a consultative manner, Self motivated with strong initiative, commercial focus, and results orientation, Proficiency with CRM systems e.g. HaloCRM. Benefits Unlimited annual leave policy, Meaningful EMI options package, Remote working and flexible working hours, Company outings, social events and wellbeing initiatives, Birthday meal, Life Insurance, Comprehensive Employee Assistance Programme. Please apply by 5pm Tuesday 3rd March. Only applications that have submitted a CV, cover letter and answered all applications questions will be considered.