Mid Market Account Manager

Our client is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. Theyre redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace.

They help teams work smarter, not harder. our client's AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers Real Time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence.

We're customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you'll feel at home here.

As an Account Manager, you are the owner of customer success and revenue growth across your portfolio. You drive Net Revenue Retention (NRR) by uncovering opportunities to expand, renew, and strengthen customer relationships. Acting as both the voice of our client for the customer and the voice of the customer within our client, you ensure our customers realize the full value of their investment while fueling sustainable growth for our client.

By deeply understanding the needs of our customers across a variety of industries and use cases, you become the trusted expert who identifies growth potential and helps improve the customer experience. This means translating customer goals into solutions that unlock adoption, value realization, and expansion - ensuring each account grows in both impact and partnership over time.

This is a highly strategic and commercial role - blending consultative relationship management with the rigor and energy of a quota-carrying seller. You'll partner cross-functionally with Customer Engineering, Product, and Support to accelerate adoption, drive usage of add-on SKUs, and build deep, long-term relationships with customers at all levels of their organizations.

our client is undergoing an exciting transformation - building on our market-leading communications platform and introducing AI functionality that helps customers operate more intelligently, efficiently, and competitively. Join us and be part of shaping that journey.

This is a hybrid role, in office 3 days a week in London.

Key Responsibilities:

• Own NRR: Manage the full post-sale life cycle - driving renewals, expansions, and churn mitigation to deliver predictable and profitable growth.
• Drive Growth: Identify and activate growth opportunities within your portfolio, prospecting into new subsidiaries, use cases, and additional SKUs to unlock untapped potential.
• Target Strategically: Prioritize high-potential accounts that may have low spend today but represent strong expansion opportunities, developing long-term growth plans.
• Prospect and Outbound: Run proactive outreach within your base to expand relationships and identify new value creation opportunities.
• Develop Stakeholder Maps: Build and maintain multi-layer relationships - from daily users to senior decision-makers - ensuring alignment, sponsorship, and retention.
• Sell Competitively: Position our client's value head-to-head against competitors, with a clear understanding of how our solutions address each customer's unique business needs.
• Negotiate and Close: Lead complex renewal and upsell negotiations, balancing commercial outcomes with customer success to close revenue and foster loyalty.
• Manage Pipeline & Forecast: Maintain an accurate pipeline of renewal and expansion opportunities and deliver consistent, data-driven NRR forecasting.
• Partner for Adoption: Collaborate closely with your Customer Engineering counterpart to ensure customers achieve adoption milestones and measurable outcomes.
• Champion the Customer Voice: Surface insights, pain points, and product feedback that inform our client's product roadmap and go-to-market strategies.
• Shape Local Strategy: Share learnings across teams to enhance customer experience and strengthen regional growth initiatives.

Qualifications:

• Experienced in SaaS Account Management, Commercial Customer Success, or Renewal Management, with a track record of achieving revenue targets.
• Skilled in consultative sales, prospecting, and negotiation, with the ability to balance commercial focus and customer advocacy.
• Customer-obsessed - curious about how different industries and use cases leverage our client, and proactive in identifying ways to add value.
• Capable of developing and executing account expansion strategies, including stakeholder mapping and whitespace analysis.
• Confident in competitive sales cycles, able to articulate differentiation and handle objections effectively.
• Analytical, detail-oriented, and accountable for forecast accuracy and pipeline hygiene.
• Resilient, driven, and passionate about helping customers realize long-term value through partnership.
• Excited by innovation and transformation - particularly the opportunity to represent a next-generation AI-powered communications platform.

Why Join our Account Management Team:

At our client, you'll join a fast-moving, customer-obsessed team that thrives at the intersection of success and growth. You'll have the autonomy to build your book of business, the support of dedicated technical partners, and the opportunity to help customers unlock the full potential of our client's communications and AI solutions.

This is an exceptional opportunity for stellar sellers who want to deepen relationships with existing customers and drive measurable business impact - helping them realize the value of our client through trust, expertise, and long-term partnership.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates