Account Manager (SMB, UK Markets)

Job summary

The role involves managing a portfolio of existing small and medium-sized business customers in the UK market, focusing on retention and growth. The Account Manager will drive renewals and account expansion while ensuring customer satisfaction and measurable business value.

Qualifications

• Experience in account management, renewals, or a similar customer-facing role within a SaaS or subscription-based company.
• Strong understanding of retention, Net Revenue Retention (NRR), upsell, and cross-sell strategies.
• Solid commercial awareness linking product value to customer outcomes.
• Proficient in managing a large portfolio and maintaining accurate account data in CRM systems.
• Excellent communication, stakeholder management, and negotiation skills.
• Comfortable analyzing account performance data and forecasting renewals.
• Ability to work cross-functionally in a fast-paced, target-driven environment.
• Preferred understanding of the digital advertising/search marketing industry.

Responsibilities

• Own the end-to-end renewal process to achieve high Gross Renewal Rates (GRR).
• Drive portfolio expansion through upselling and cross-selling to enhance NRR.
• Develop and maintain detailed account plans, stakeholder maps, and accurate forecasts in Salesforce.
• Lead strategic conversations with customers, including business reviews and contract negotiations.
• Collaborate with Customer Success, Marketing, and Product teams to ensure value realization and feedback integration.
• Maintain accurate data and visibility across the portfolio for effective forecasting.

Skills

• Strong commercial acumen and relationship management.
• Proficiency in CRM systems, particularly Salesforce.
• Analytical skills for performance data evaluation.

Education

• Relevant degree or equivalent experience in a related field is preferred.

Tools

• Salesforce and other CRM tools.