Account Manager / Customer Success Manager

Responsibilities

• As our Enterprise business continues to grow, we are looking for a commercially‑minded Account Manager to partner with strategic customers, own the full post‑sale revenue lifecycle, and drive retention and expansion across a portfolio of Mid‑Market and Enterprise accounts
• This is a hybrid AM‑CSM role, combining commercial ownership with customer outcomes. You will be accountable for:
• Renewal execution and contract negotiation
• Expansion and upsell revenue against a quota
• Customer outcomes and adoption
• Executive stakeholder management
• Long‑term partnership building
• You will work closely with Sales, Product, and Leadership teams while acting as a trusted advisor and commercial owner for some of the world’s most recognised organisations
• Manage and grow a portfolio of Enterprise and Mid‑Market customers, owning both the relationship and the revenue number
• Own the renewal process end to end, including forecasting, negotiation, and contract execution
• Identify, build, and close expansion and upsell opportunities within your own book of business
• Build trusted relationships with senior stakeholders across L&D, HR, Internal Communications, Enablement, IT, and Transformation teams
• Deeply understand customer goals, organisational priorities, and success metrics
• Drive onboarding, adoption, engagement, and long‑term value realisation
• Lead strategic business reviews focused on outcomes, ROI, and growth opportunities
• Use customer data and platform insights to proactively drive adoption, reduce churn risk, and surface expansion signals
• Act as the voice of the customer internally by collaborating closely with Product and Leadership teams
• Help customers scale their use of AI‑powered communication and enablement across their organisation
• What Makes Someone Successful Here:
• You’re commercially minded and comfortable owning a number, not just influencing one
• You’re consultative rather than reactive
• You know how to build credibility with senior stakeholders
• You can uncover business pain points and translate them into growth and revenue opportunities
• You combine relationship‑building skills with analytical thinking and negotiation confidence
• You thrive in fast‑moving environments where ownership and autonomy matter
• You’re excited by AI, transformation, and the future of workplace communication

Qualifications

• 3-6+ years experience in Account Management, Customer Success, or commercial post‑sales roles within B2B SaaS
• Excellent written and spoken English
• Ability to interpret customer usage data and translate insights into action plans
• Experience partnering closely with Sales teams on expansion opportunities
• Proven track record owning renewal, retention, or expansion targets, ideally with direct quota accountability
• Comfortable managing Enterprise or strategic customer relationships and commercial negotiations
• Strong commercial acumen and analytical capability
• Strong discovery, presentation, storytelling, and negotiation skills
• Experience working with Enterprise L&D, HR, Internal Communications, or Enablement teams
• Experience with AI‑enabled, transformation, or communication‑focused platforms
• Familiarity with HubSpot, Salesforce, Gainsight, or similar CRM/CS tools

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