As a Commercial Account Manager, you will be the driving force behind revenue retention and scalable growth across our foundational SME and Commercial customer base. You'll manage a high-volume portfolio, ensuring streamlined renewals and efficient expansion, making FrankieOne an accessible and invaluable partner to a broad range of businesses.
The Role
You are a dynamic, commercially-minded professional passionate about ensuring the long-term success and growth of our commercial customer segments focusing on our Growth and SME segments. As a Commercial Account Manager, you will be responsible for managing a high-volume portfolio, focusing on predictable renewals, efficient expansion, and ensuring high product adoption. This role is crucial for maximising revenue retention and identifying scalable growth opportunities across our foundational customer base.
Your Ticket To Success
Portfolio Management & Customer Success
* Own the commercial relationship and journey for a high-volume portfolio of SME and Commercial accounts, driving high renewal rates and overall customer satisfaction.
* Proactively engage customers at key points in their lifecycle to ensure FrankieOne adoption and demonstrate continued operational value.
* Serve as the primary commercial point of contact, efficiently resolving commercial inquiries and ensuring seamless alignment with Customer Success and Support teams.
Revenue Retention & Expansion
* Drive and exceed monthly/quarterly renewal targets across your portfolio, managing the commercial negotiation process for efficiency and predictability.
* Identify and qualify opportunities for upsell and cross-sell within your accounts based on product usage, market feedback, and business changes.
* Execute standardised expansion playbooks in partnership with Sales and Product teams to efficiently convert opportunities into recognised revenue.
Account Health & Execution
* Maintain strong account health across your portfolio, leveraging standardised processes to quickly identify and mitigate potential churn risks.
* Lead efficient and value-focused business reviews (Quarterly or Semi-Annually) for key accounts within the commercial segment, focusing on tangible results and ROI.
* Thrive in a high-volume, high-velocity environment where efficiency and clear communication are key to managing a broad customer base.
Operational Excellence
* Utilise internal tools (e.g., Hubspot) rigorously to track customer health, manage a robust renewal pipeline, and accurately forecast retained and expansion revenue.
* Ensure data accuracy and adherence to defined processes for all commercial activities within your portfolio.
* Be an advocate for Frankie, for the product, for our people, and for our values.
In a Previous Life You Have
* 3+ years experience in an Account Management, Customer Success, or Sales role managing SME or Commercial B2B SaaS accounts (Fintech/Regtech experience is a bonus).
* Proven ability to own and exceed combined revenue targets focused on high-volume renewals and scaled expansion/upsell motions.
* Experience engaging and communicating with decision-makers (Managers, Directors, Business Owners) in smaller to mid-sized organisations.
* A solid working understanding of the SaaS customer lifecycle and the commercial levers for SME account growth.
* Strong communication, negotiation, and time-management skills essential for handling a large number of accounts.
* Proficiency in utilising a CRM like Hubspot for customer health tracking, forecasting, and managing a busy renewal cadence.
At FrankieOne our goal is to help scale fintechs and financial institutions alike by providing seamless access to the global ecosystem of identity and fraud solutions. Our customisable orchestration platform, coupled with access to all global tools in one place, delivers unparalleled customer experiences. In order to do that, over the last four years we have created a unique culture focused on high performance, accountability, being frank - essentially where Frankies can thrive and our customers can feel confident that they are compliant.