Account Manager (UK Market, Small Business)

Job summary

The role involves managing and expanding a portfolio of existing small business customers in the UK market, focusing on retention and growth. You will act as the commercial lead for each account, ensuring customer satisfaction and driving measurable business value.

Qualifications

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

Responsibilities

• Own the end-to-end renewal process to achieve high Gross Renewal Rates (GRR).
• Drive portfolio growth through upselling and cross-selling initiatives.
• Develop and maintain detailed account plans and accurate forecasts in Salesforce.
• Lead strategic customer engagements, including business reviews and contract discussions.
• Collaborate with Customer Success, Marketing, and Product teams to ensure value realization and feedback integration.
• Maintain operational excellence through accurate data management and pipeline visibility.

Skills

• Strong analytical skills for account performance data.
• Proficient in CRM systems, particularly Salesforce.
• Effective negotiation and stakeholder management abilities.

Education

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

Tools

• Salesforce or similar CRM systems.