Account Manager

• Owning a defined book of renewals across assigned Tier 2 accounts, following our standard renewal process and escalation path

• Keeping an accurate, current renewal forecast in the CRM

• Partnering with CSMs and your manager on retention and recontracting conversations for at-risk accounts

• Spotting upsell and cross-sell signals and taking expansion opportunities from qualification through to close

• Running outbound engagement across the Tier 2 base, working accounts surfaced through Customer Success Qualified Leads (CSQLs)

• Building rapport with operational and finance-level contacts, and handing off context cleanly as opportunities progress

• Capturing customer and product feedback and routing it through the right channels

• Keeping pipeline, renewal, and contact data accurate and current in the CRM

• Actively building your product, commercial, and industry knowledge, with stretch opportunities to grow toward the capabilities

• 1–3 years in a client-facing commercial role — account management, customer success, or sales support — ideally within SaaS or technology

• Some exposure to account administration, renewals, or a defined portfolio, even if you haven't had full ownership yet

• Comfort engaging with operational and finance-level customer contacts

• Clear, confident written and verbal communication with customers and internal teams

• Strong organisation — able to manage a defined portfolio of accounts accurately and on time

• Developing commercial awareness — you're building your understanding of contracts, renewal cycles, and billing

• Comfort maintaining accurate, current records in CRM tools

• A collaborative mindset — you know when to ask for help and when to escalate to a senior colleague