Account Manager - Retention and Growth Specialist
We are seeking a highly skilled Account Manager to join our team. As a key member of our customer success department, you will be responsible for building and maintaining strong relationships with our clients.
* Job Description:
* This is an exciting opportunity for a seasoned account manager to leverage their skills in customer retention and growth. The ideal candidate will have experience working with SaaS businesses and a proven track record of driving upsell and expansion opportunities.
* You will work closely with our customers to understand their needs and develop strategies to drive long-term retention and growth. This may involve identifying and qualifying upsell and cross-sell opportunities, collaborating with sales teams to drive expansion deals, and developing and executing customer success plans to align business goals with our solutions.
* The successful candidate will be a strategic thinker with excellent communication and negotiation skills. They will be able to build strong relationships with our customers and stakeholders, and have a deep understanding of customer success methodologies.
* Key Responsibilities:
* Retention and Customer Advocacy:
o Own and manage a portfolio of accounts, ensuring high retention and satisfaction.
o Act as a strategic advisor to customers, driving engagement and proactive value realization.
o Assess customer health scores and implement action plans to mitigate churn risks.
o Conduct business reviews to ensure product adoption and showcase ROI.
* Growth and Expansion:
o Identify and qualify upsell and cross-sell opportunities within your accounts.
o Collaborate with Sales to drive expansion deals and achieve revenue growth targets.
o Develop and execute customer success plans to align business goals with our solutions.
o Utilize data insights to position value-driven recommendations.
* Customer Success Excellence:
o Serve as the primary point of contact, building strong long-term relationships.
o Proactively address customer concerns and ensure smooth resolution of issues.
o Advocate for customer needs internally and influence product roadmaps when necessary.
* Qualifications and Skills:
* 3+ years of experience in a Customer Success, Account Management, or Sales role in a SaaS environment.
* Proven ability to retain customers and drive upsell/cross-sell growth within existing accounts.
* Experience managing C-level and senior stakeholder relationships.
* Strong consultative approach with a deep understanding of customer success methodologies.
* Excellent data analysis skills to assess customer health and business impact.
* Highly organized with strong communication, negotiation, and problem-solving skills.
* Benefits:
* We offer a competitive salary package including superannuation benefits.
* A flexible hybrid work arrangement with 4 weeks of annual leave accrued throughout the year.
* An employee recognition and rewards program that includes wellbeing initiatives, professional development opportunities, and generous parental leave policies.
* What We Offer:
* Opportunities for career advancement and professional growth.
* A supportive and inclusive work environment.
* Regular feedback and coaching to help you achieve your goals.