Job Description
* Role: Account Manager
* Location: Edinburgh, Manchester or London
* Salary: 40k+ DOE
* Type: Full-Time
Reports to: Head Of Partner & Client Growth
This is a high-impact, relationship-focused role. You’ll act as the client’s primary point of contact, own their success journey, and identify growth opportunities that benefit both the customer and Stampede. You’ll work cross-functionally with Product, Support, Commercial, and Partnerships to make sure your clients succeed and stick around.
And this is just the start. This role is designed as a launchpad into senior leadership within Customer Success or Commercial. Perform well, and we’ll support your path into bigger challenges and greater ownership.
Key Responsibilities
Account Management & Growth
* Own post-onboarding relationships with a defined portfolio of direct customers.
* Deliver structured check-ins and strategic touchpoints tailored to each client.
* Monitor account health, usage trends, and commercial signals to anticipate risk and uncover opportunities.
* Lead upsell and expansion efforts in collaboration with Commercial teams.
* Act as the internal champion for your accounts, coordinating with Product, Support, and Sales to meet client needs.
Customer Success & Retention
* Ensure high levels of customer satisfaction and platform engagement.
* Deliver data-driven value reviews and performance insights.
* Track and improve retention and renewal metrics across your portfolio.
* Reduce churn risk through proactive engagement strategies and early intervention.
Cross-Functional Collaboration
* Partner with Onboarding Specialists for smooth customer transitions.
* Share client feedback and usage insights with Product and Marketing.
* Collaborate with the Partnerships team to support selected partner-sourced clients without owning the partner relationship.
Partner-Aligned Support (Secondary)
* Provide light-touch account management for specific partner-driven accounts when required.
* Maintain coordination with the Partnerships team to ensure seamless service delivery.
Key Performance Indicators (KPIs)
* Client Retention & Renewal Rate
* Net Revenue Retention (NRR)
* Account Engagement & Health Metrics
* Customer Satisfaction (NPS / CSAT)
* Commercial Growth Influence (Upsell Opportunities)
* CRM and Reporting Accuracy
Qualifications
Who You Are
* 2–5 years of experience in account management, customer success, or SaaS delivery.
* Commercially minded, with a strong grasp of value creation and churn reduction.
* Excellent communicator, able to engage senior stakeholders and simplify complex insights.
* Organised, proactive, and customer-obsessed.
* Comfortable working cross-functionally in a fast-moving environment.
Bonus Points For
* Experience in a fast-paced SaaS or startup environment
* Background in marketing roles — particularly working with or within hospitality brands, agencies, or multi-site venues
* Familiarity with data platforms, martech, or performance tools
* Exposure to tools like HubSpot, Looker, Mixpanel, or similar platforms
* Understanding of the challenges marketing teams face, many of our clients are marketers, and speaking their language is a big advantage
Additional Information
Tools & Technologies
You’ll be working with a modern, collaborative tech stack that supports automation, transparency, and fast decision-making:
* HubSpot – For customer relationship management, pipeline tracking, and usage insights.
* Notion – To document, share, and continuously improve onboarding playbooks, training resources, and customer success processes.
* Slack – To maintain responsive communication across teams and with customers, accelerating resolution and collaboration.
* Zendesk – To manage customer support tickets, monitor resolution progress, and ensure seamless handoffs between support and success.
* Zapier & AI automation tools (nice to have) – To automate routine workflows, trigger proactive messaging, and deliver scalable personalisation across the customer lifecycle.
Career Progression: Where This Role Leads Next
We view this role as the start of a long-term journey. Top performers will have clear opportunities to advance into leadership positions across Customer Success or Commercial, such as:
Within 12–18 months:
* Senior Account Manager
* Customer Success Lead
* Partnerships Channel Manager.
Within 2–3 years:
* Head of Customer Success
* Head of Partnerships
* Director of Growth or Client Strategy
* Cross-functional leadership roles in Commercial or Operations
We invest in people who create value, take initiative, and grow with the business. Top performers can move into leadership roles based on impact, not tenure. We value initiative, clarity, and speed—and we back people who want to grow with us.
Required Video Submission – Tell Us About Yourself
As part of your application, please record and submit a short video (maximum 2 minutes) covering the following:
* A quick introduction: who you are and your background
* Why you’re interested in this role and our company
* What excites you most about the opportunity
* Anything else you'd like us to know about you
This video is a mandatory part of the application. It doesn’t need to be professionally edited—we value authenticity over polish. A simple phone or webcam recording is perfect.
Please upload your video to a platform like Google Drive, Loom, or YouTube (set to “Anyone with the link can view”), and include the link in your application.