Please note: this position is based at our HQ in Reading, United Kingdom.
Reading (Hybrid) | Competitive Salary + Bonus
Overview
As a Senior Customer Account Manager, you will be accountable for the commercial success and strategic development of a portfolio of high-value, high-potential customer accounts. This role demands a strong mix of commercial acumen, stakeholder influence, solution selling, and long-term relationship building.
You will work closely with the Head of CAM and partner with the Customer Success Team to align on strategic customer engagement that supports both commercial outcomes and operational excellence. Your focus will be on driving Annual Recurring Revenue (ARR) growth, increasing customer lifetime value, and identifying cross‑sell and upsell opportunities. Co‑ordination with the Customer Success Team is essential to ensure customers realise value from the solution. By aligning strategic and operational touchpoints you will help position FISCAL as a long‑term strategic partner, not just a supplier.
You will act as a trusted adviser to your customers, ensuring they remain informed about FISCAL’s latest product developments, as well as how changing legislation or market conditions can be navigated through our solutions.
This is a senior individual contributor role with high visibility and impact across key strategic customers.
Key responsibilities:
Strategic account ownership
* Manage a portfolio of complex or high-value customer accounts across multiple verticals and product lines.
* Develop and execute account plans with quarterly targets aligned to business objectives.
* Deeply understand customer needs and industry pressures to position relevant FISCAL solutions.
* Lead the renewal and cross‑sell process end‑to‑end, including negotiation, contract structuring, RFP responses, and pricing reviews.
Solution advocacy and market insight
* Actively promote FISCAL’s latest products, features, and commercial offerings in line with customer needs.
* Monitor relevant market, regulatory, or legislative changes, and proactively engage customers where FISCAL’s solutions can offer value, compliance, or competitive advantage.
* Position yourself as a subject matter partner who translates industry trends into relevant customer opportunities.
Revenue growth and forecasting
* Drive ARR growth via expansion, cross‑sell, and upsell aligned with customer strategy.
* Take full ownership of opportunity hygiene and stage progression accuracy in Salesforce, ensuring the integrity of revenue forecasting.
* Maintain visibility of renewal risk and implement proactive mitigation plans.
Cross‑functional collaboration
* Act as a senior voice within customer engagements, working with Product, Delivery, and Finance to ensure commercial and service success.
* Represent the customer voice in internal roadmap and strategy discussions, ensuring product development remains aligned to market needs.
* Ensure Salesforce is used to track opportunities, revenue, and customer health accurately.
Reporting and insight
* Provide regular executive‑level reports on account status, growth potential, risks, and key commercial conversations.
* Analyse usage and adoption data to spot churn risk and expansion potential.
* Advanced consultative selling and negotiation capability
* Commercial mindset with a strong understanding of SaaS ARR models
* Ability to connect product capabilities to real‑world change drivers (legislation, regulation, economic shifts)
* Executive presence and stakeholder influence (internal and external)
* Strong attention to detail, pipeline discipline, and process follow‑through
* Confidence in independently managing multi‑threaded, multi‑region accounts
Ideal background:
* 4–6+ years in a SaaS or tech‑based Account Manager, Customer Success Manager, or equivalent commercial role
* Proven track record of exceeding revenue and renewal goals in a B2B environment
* Experienced in managing complex accounts or multi‑product relationships
* Comfortable navigating ambiguity, handling pressure, and independently owning outcomes
Success measures:
* Performance vs personal ARR and NRR targets
* Renewal rate, cross‑sell rate, and time‑to‑close
* Customer satisfaction and stakeholder feedback
* Accuracy and completeness of Salesforce data and pipeline/forecasting inputs
* Documented customer engagement tied to new product rollouts or external market triggers
* Empowered autonomy: We trust you to make decisions and achieve results in ways that work best for you and our customers
* Work‑life balance: Flexible working arrangements that help you perform at your best
* Collaborative culture: Work alongside passionate colleagues committed to innovation
* Continuous learning: Regular training and development opportunities to sharpen your skills
* Make a difference: Our solutions deliver meaningful impact for finance teams worldwide
* Growth opportunity: Join a growing company with ambitious plans where your contributions matter
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