Job Description
Key Responsibilities
Account Management
* Manage a portfolio of enterprise or multi-site customers.
* Act as the main point of contact for commercial and account-related matters.
* Build effective working relationships with key customer contacts.
* Support customers to get value from the product or service.
Commercial & Negotiation
* Support and lead renewal and upsell conversations with customers.
* Negotiate contract terms, pricing changes and service variations in line with company guidelines.
* Handle commercial queries and objections in a professional and confident manner.
* Work with senior colleagues on more complex commercial negotiations where required.
Customer Retention & Growth
* Identify opportunities for account growth through additional products or services.
* Monitor account health and flag risks early.
* Help resolve commercial issues and escalate where appropriate.
Internal Coordination
* Liaise with support, onboarding and product teams to ensure customer needs are understood.
* Maintain accurate account records in the CRM system.
* Contribute to account reviews and internal reporting.
Qualifications
Skills & Experience
Essential:
* Experience in an Account Management or Customer Success role, ideally with larger or more complex customers.
* Good commercial awareness with confidence discussing pricing and contracts.
* Strong negotiation and objection-handling skills.
* Organised with the ability to manage multiple accounts effectively.
* Professional communicator, written and verbal.
Desirable:
* Experience working in a SaaS or service-based business.
* Experience handling renewals and contract changes.
* Experience using a CRM system.
Personal Attributes
* Commercially minded and customer-focused.
* Confident having commercial conversations.
* Resilient and professional under pressure.
* Team-oriented with a proactive approach.
Key Measures of Success
* Renewal rate
* Account growth (upsell/cross-sell)
* Customer satisfaction
* Accuracy of CRM data and forecasts
Additional Information
Why You’ll Love Working Here:
* Purposeful work – we’re helping businesses do more, better
* Autonomy and trust – we give you space to thrive and make your mark
* Supportive culture – friendly, down-to-earth people who’ve got your back
* Hybrid flexibility – balance your work and life in a way that works for you
* Room to grow – shape your role and grow as we do
What we offer:
Base salary dependent upon experience level
• 25 days plus bank holidays.
• We don't believe anyone should work on their birthday, so have the day off on us.
• Flexible hybrid working model
• Ongoing professional and personal development opportunities
• Supportive and inclusive company culture
• Access to an employee benefits, perk, and wellness platform