SaaS Account Manager in the Wine Industry
Reports To: CEO
Direct Reports: N/A
Employment Type: Full-Time
Location: London
Working Model: Hybrid
About the company:
Wine Owners is a rapidly growing SaaS provider that offers innovative software solutions to the wine industry. Wine Hub is the market leading system of record for the wine industry, tailored specifically for merchants, retailers, importers, producers, warehouses and the on-trade. Our technology is designed to simplify operations, boost efficiency and drive growth.
About the role:
This full-time hybrid role, based in Greater London with part work-from-home options, requires a SaaS Account Manager to manage client relationships and provide exceptional business support.
Manage your own portfolio of Wine Hub clients and be responsible for driving retention, expansion, and advocacy through strong relationships and consistent value delivery.
Responsibilities include acting as the main point of contact for clients, assisting with onboarding and ongoing implementation of the software, identifying opportunities to enhance client satisfaction, and proactively addressing client inquiries or concerns. You will also contribute to identifying sales and upselling opportunities, collaborating with other departments to align business objectives, and tracking account performance metrics.
With a solid foundation in business process, technology, and account management best practices, you will contribute ideas and effective ways of working that support a consistent customer experience and ensure clients get the most value from Wine Hub.
Responsibilities:
Client Relationship Management: Proactively check-in with clients, act as their primary point of contact, and provide guidance on best practices within the wine industry. Respond to questions, troubleshoot issues, and ensure clients have the support they need.
Sales and Growth Opportunities: Identify potential upsell opportunities, highlight relevant Wine Hub capabilities (e.g. sales channels and client engagement portals), and work with the sales team to develop and execute strategies for growth. Support clients in adopting capabilities that will drive value. Define scope, setup and training.
Data Analysis: Track and analyse client usage, engagement, sales data, inventory levels, and other metrics to identify areas for improvement or activation, highlight growth opportunities, and maintain exceptional net retention rates.
Subscription and Billing Management: Ensure monthly subscriptions are settled in line with contractual obligations, manage additional charges and upsells.
User Management: Engage with clients regarding the number of Wine Hub users, ensuring they are correctly set up.
Industry Insight: Stay informed on trends in the wine industry, including regulatory changes, shifts in consumer preferences, and emerging technologies relevant to wine sales.
What we're looking for:
○ 2+ years' experience in SaaS account management, customer success, or other client-facing roles, with a proven track record of managing and growing accounts
○ Client-first, commercially minded approach - builds long-term relationships, identifies growth opportunities, manages renewals, and positively influences revenue
○ Excellent communicator - confident presenting, negotiating, and advising stakeholders at all levels
○ Highly organised and proactive - able to manage multiple accounts effectively while anticipating client needs and solving problems with initiative
○ Analytical and data-driven - uses insights to monitor account health and plan for sustainable growth
○ Natural leader and collaborator - brings day-one ideas to improve team performance and internal processes; works closely with Sales, Support, and Product teams
○ Tech-savvy - proficient using SaaS platforms, CRMs, digital tools, and Excel
○ Passion for wine (or strong curiosity about the industry); understanding of wine operations would be a significant plus.
If this sounds like your dream job, get in touch and let us know why you think you're ideal for this role