• Own a large, shared pool of accounts: Manage 50+ accounts at a time across SMB and mid-market, not a fixed book, building relationships from end users (Procurement, Finance, Ops) through to senior stakeholders (CFOs, COOs), and stepping in early wherever you spot a health risk.
• Drive value realisation, with a lighter expansion motion: Own Net Revenue Retention across your pool. Lead renewal conversations, secure multi-year extensions, and pass qualified upsell signal to Sales rather than running full commercial cycles yourself.
• Build community and drive engagement at scale: Design and run customer events, webinars, roundtables, and digital programmes that keep your accounts engaged, informed, and connected to each other. Co-host with Marketing and Sales, and turn your best customers into reference champions.
• Be the voice of the customer internally: Translate patterns across your accounts into product feedback for the roadmap, and into scalable plays and campaigns for Marketing and Sales. Help define the playbooks, tools, and processes for managing accounts at this scale: you're building this function as much as running it.