pencil - Account Manager, Customer Success

• 3-5 years of experience in customer success, account management, or client-facing commercial roles, ideally in SaaS, advertising, or marketing tech. • Agency experience is essential. Candidates must have experience managing 3–7 client accounts simultaneously, with strong organisational and account management skills. • Track record of owning renewals and growing accounts, with strong client-facing communication and presentation skills. • Comfortable operating one layer up from the tool — thinking in terms of account strategy, commercial structure, and stakeholder relationships rather than platform mechanics. • Experience building and maintaining clear, organized account documentation (trackers, QBR decks, account plans) that clients and internal teams can rely on. • Familiarity with subscription-based business models and a genuine curiosity about how generative AI is changing marketing and creative workflows. • You’ll Thrive Here If You… • You're commercially minded but always focused on client success — you can hold both at once. • You take ownership of your accounts end-to-end: you don't wait to be asked, you bring net-new thinking to move things forward. • You communicate proactively and clearly, giving stakeholders visibility before they have to chase you for it. • You care about polish — the decks, trackers, and materials you send a client are complete and considered before they land in an inbox. • You enjoy partnership: you build real working relationships with your CST counterpart and with agency partners like OLIVER, rather than working around them. • KPIs & Success Measures • Account retention and renewal rate across your portfolio. • Expansion and upsell revenue generated from existing accounts. • QBR and account plan quality and cadence — consistently delivered, on time, and grounded in a clear narrative. • Client satisfaction / NPS across your accounts. • Documentation and tracker currency — account materials are always complete and up to date. • Proactive communication — stakeholders have visibility into account status without needing to chase it.