tem - Account Manager: Business Customers
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Requirements
• Proven experience in account management or customer success in fast-moving B2B environments. You're building and improving, not caretaking. • Strong commercial instincts: a genuine understanding of ARR (Annual Recurring Revenue), NRR (Net Retention Rate), and expansion, and a drive to push NRR above 100% through proactive commercial plays. • A bias to action and willingness to go the extra mile. You move fast, love the customer, and get things done. • A deep understanding of what exceptional customer experience looks like at scale, and a consistent track record of delivering it. • Fluency in CRM tools (e.g. HubSpot) and the ability to translate usage, adoption, and commercial data into clear actions. • Excellent communication and listening skills, with the ability to work cross-functionally and carry the customer voice into internal conversations. • Comfort operating at high velocity: managing a portfolio of hundreds of accounts and renewals with rigour and care. • Strong instincts around retention, renewal, and value realisation. • Experience managing a mix of high-volume SMB portfolios and emerging Enterprise accounts. • Exposure to early-stage or high-growth tech startups. • Interest in customer lifecycle modelling, behaviour analytics, or data-driven retention strategies. • A strong desire to challenge the status quo and change how things work, not just how they're supported. • ✅ SUCCESS MEASURES • Drive strong SMB and Enterprise retention and NRR through signal-led renewals, scalable engagement programmes, and proactive commercial plays. • Embed a scalable Business AM playbook supporting 1:many SMB onboarding, 1:1 Enterprise onboarding, and data-informed renewal and expansion plays. • Establish a clear understanding of the critical usage path that predicts renewal, influencing both AM intervention strategy and Product prioritisation.
Responsibilities
• Be the primary point of contact and trusted advisor for a portfolio of SMB business customers, while supporting early Enterprise accounts with higher-touch engagement, particularly at the crucial onboarding juncture. • Own retention, expansion, and renewal performance across the portfolio, with a clear commercial understanding of ARR, NRR, and what drives growth above 100% NRR. • Identify gaps across the customer journey, from onboarding through to renewal, and design scalable, high-impact improvements (including 1:many onboarding for SMB and tailored 1:1 for Enterprise). • Work cross-functionally across CX, Product, Ops, Commercial, and Marketing, taking a project management role when multiple departments are involved and sharing the customer voice internally (the good and the bad). • Interpret usage and adoption data to understand the critical product usage path that predicts renewal, and translate it into proactive intervention and expansion strategies. • Handle tough client situations with transparency and customer-centricity: explain the problem, the steps, and progress as you go. • Build and evolve the Business AM playbook from the ground up, including scalable onboarding programmes, signal-led renewal motions, and proactive risk mitigation. • Partner with Commercial and Data teams to refine likelihood-to-renew models and implement data-driven expansion plays. • Travel to visit key accounts and deeply understand the pulse of the business customer community. • Help define and measure what great looks like for Business AM at scale.
Benefits
• Our business customer portfolio is scaling rapidly, already 3,500+ SMB customers and growing ~5x per year. Account Management is evolving into a commercial engine: driving retention, expansion, and NRR through signal-led plays and scalable programmes. At the same time, we're targeting ~15% of revenue from Enterprise customers by year end. In this role, you'll help define what great account management looks like at scale, balancing data, automation, and the human touch. • Your initial focus will be: • Taking ownership of the onboarding-to-renewal motion and identifying where commercial value is being left on the table. • Helping evolve renewals from time-based cycles to signal-led plays driven by customer usage and adoption data. • Building scalable AM playbooks that work across a high-volume SMB portfolio while supporting early Enterprise growth. • Competitive salary - our current band for this role is £129,500 or equivalent in local currency. • We review salaries twice a year using real-time market data, with transparent, consistent pay for the same role and level. • Stock Options - everyone on the team has ownership in our mission. • 25 days holiday + public holidays - Swap public holidays for ones that matter most to you. Plus, get an extra day off for your birthday 🎉. • Remote & flexible working - We’re fully remote with clear core hours, and no internal meetings on Friday afternoons. • Home working & wellbeing budgets: • Up to £1,200 / €1,200 annually to upgrade your remote setup (co-working passes, equipment, etc.). • Up to £150 / €150 monthly on anything that supports your wellbeing - from therapy to gym memberships to meditation apps. • 🗣️ INTERVIEW PROCESS: • Our processes normally take around 2-3 weeks from first call to offer — please let us know about any adjustments to timelines that may be required. • Intro call with Talent, 15 minutes. • Hiring Manager interview, 30 minutes. • Take-home task: a practical challenge that tests your ability to approach the real world challenges of the role. • Skills interview: present your take-home task and walk us through your thinking. 60 minutes. • Culture Add interview with leadership stakeholders.
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