Job Description: UK Account Manager
About Tracker
Tracker is cloud-based garment decoration software supporting embroidery, DTG, DTF, screen printing and licensed team gear, with capabilities including logo management, digital proof approvals, production scheduling and integrations.
Role summary
As the UK Account Manager for existing clients, you will own and grow a portfolio of customers by becoming their trusted commercial and delivery partner. This is a relationship-led role with clear commercial accountability: deliver +30% YoY expansion of ARR through increased product scope/coverage, adoption, and the sale/delivery of relevant professional services / core development tasks.
Primary objective (0–6 months): become the customer’s single point of contact and trusted point of contact at Tracker known for responsiveness, clarity and outcomes.
What you’ll do
1) Own relationships (0–6 months focus)
* Take full ownership of day-to-day account leadership for assigned customers.
* Establish strong multi-threaded relationships (ops/production, owners/GM, finance/admin, technical stakeholders).
* Run structured customer communications: onboarding to the account team, regular check-ins and QBRs.
2) Drive expansion revenue (30% YoY ARR growth)
* Build account plans and identify expansion paths: additional sites/brands/users, additional modules/workflows, deeper usage, and increased “coverage of scope” across the customer’s operation.
* Lead commercial processes for renewals and upsells: discovery → proposal → close → handover.
* Maintain accurate forecasts for renewals and expansion; keep CRM hygiene at a high standard.
3) Sell and coordinate professional services / core development tasks
* Qualify customer needs into clearly scoped professional services or development tasks (value/outcomes, effort, timelines).
* Partner with delivery/engineering to shape statements of work, manage expectations, and ensure successful outcomes.
* Ensure customers see measurable ROI from delivered services (which feeds further expansion).
4) Improve adoption and retention outcomes
* Proactively track account health (usage, support themes, stakeholder sentiment, value realisation).
* Identify risks early and execute retention plans to reduce churn and protect renewals.
* Translate product capabilities (proof approvals, scheduling, integrations, etc.) into customer-specific outcomes.
5) Cross-functional leadership internally
* Act as the “voice of the customer” to Product/Engineering turning feedback into actionable, well-documented requests.
* Collaborate with Support and Delivery to improve resolution quality and customer experience.
* Support lightweight enablement (customer training coordination, release communication, best practices).
Success measures (KPIs)
* Expansion ARR: +30% YoY growth across your book of business
* Net Revenue Retention (NRR) and gross retention/renewal rate - +99%
* Professional services revenue (and delivery success against scope/timeline)
* Customer satisfaction outcomes (e.g., NPS/CSAT), adoption indicators, and reference ability (case studies, referrals)
What we’re looking for
Experience
* Proven experience in Account Management / Customer Success with commercial accountability (renewals + upsell) in B2B SaaS.
* Demonstrated ability to grow existing accounts through consultative selling and value-based proposals.
* Experience coordinating professional services or technical delivery (scoping, SOWs, stakeholder management).
Skills
* Strong discovery: you can uncover root problems and quantify value.
* Commercial rigor: forecasting, pipeline management, negotiation, renewal control.
* Clear written communication (proposals, recaps, plans) and confident live facilitation (QBRs).
* Comfortable working cross-functionally with product/engineering and translating requirements.
Nice to have
* Familiarity with garment decoration / production workflows (embroidery, DTG/DTF, screen print) and/or operational SaaS.
* Experience with systems integrations (e-commerce, supplier catalogs, ERP).
Working pattern
* UK-based (remote/hybrid depending on company preference), with customer visits as needed.