Account Manager – Retention & Growth

Service.com.au; Gold Coast City; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

OTE $120k+ with uncapped commission

Gold Coast local role

Job summary

Service.com.au on the Gold Coast is seeking a driven Trade Account Manager – Retention & Growth to proactively lift renewals, upsell smartly, and keep tradie customers engaged and thriving. You will own and grow a portfolio, spot at-risk accounts early, and collaborate with Sales, Marketing & Support to close opportunities fast.

We value confident communicators who challenge the status quo, stay proactive, and use data to demonstrate value.

Qualifications

• 2+ years in account management, sales or customer success with KPI/revenue targets.
• Experience using CRMs (HubSpot preferred) and ticketing/call software.

Responsibilities

• Own and grow a portfolio of trade partners, increasing usage and renewals.
• Spot and save at-risk accounts using data and win-back plans.
• Upsell and cross-sell platform features aligned to each tradie’s goals.
• Run structured account reviews and present performance insights.
• Collaborate with Sales, Marketing & Support to deliver seamless experiences and close opportunities.
• Hit and exceed monthly retention, renewal and upsell targets and be rewarded for wins.

Skills

Confident communicator

Questioning mindset

Proactive

Calm under pressure

Organised

Commercial mindset

Coachable

Tools

HubSpot

Aircall

CRM AI features

Job description

Ready to own a portfolio and be rewarded for the wins you create?

Join a fast-growing, values-driven marketplace connecting Aussies with trusted tradies. We’re building a world-class Retention & Growth function and need a driven Trade Account Manager – Retention & Growth to proactively lift renewals, upsell smartly, and keep our customers engaged, active and thriving.

What You’ll Do

• Own and grow a portfolio of trade partners: increase usage, renewals and ARPA through proactive outreach (calls, email, video).

• Spot and save at‑risk accounts early using data (engagement, spend, churn signals) and execute tailored win‑back plans.

• Upsell & cross-sell platform features and packages that align to each tradie’s goals and ROI.

• Run structured account reviews (quarterly/biannual) – present performance insights, agree next steps, secure commitment.

• Collaborate with Sales, Marketing & Support to deliver seamless customer experiences and close opportunities fast.

• Hit and exceed monthly retention, renewal and upsell targets – you’ll be rewarded when you win.

Who You Are

• Confident communicator who can negotiate, handle objections and “stay hungry” without being pushy.

• Not afraid to question the status quo: you’re comfortable challenging customers using effective questioning and demonstrating value using data.

• Proactive: You don’t wait for customers to call — you check in, follow up, and keep things moving.

• Calm & curious: You can handle frustration without taking it personally, and guide people toward real solutions.

• Organised & thorough: You document everything, juggle multiple accounts, and never let follow-ups slip.

• Commercially sharp: you read data, ask smart questions, build a business case and close the loop.

• Coachable, feedback-friendly and agile: you iterate quickly and seek to improve your playbook.

What We're Looking For

• 2+ years in account management / sales / customer success (phone-based preferred) with KPIs or revenue targets.

• Experience using CRMs (HubSpot preferred), ticketing systems, and call software (Aircall a plus).

• A team player who doesn't need hand-holding but knows when to ask for help.

• A go-getter with a passion to drive real results

• Strong written and verbal English - your notes are as good as your phone manner.

• Familiarity with AI tools (ChatGPT, Claude, Copilot, or built-in CRM AI features) - or a clear willingness to learn.

• Bonus: background in trades, home services, property, or marketplace environments.

What’s In It for You

• OTE $120k+ with uncapped commission on retention/upsell wins.

• Clear growth path (Senior AM / Team Lead) – we promote on performance, not tenure.

• Work locally on the Gold Coast with flexibility and a supportive, high-energy team.

• Tools, training and autonomy to actually make an impact – your ideas get implemented here.

Our Culture (Good Energy

• Hard
• Work
• Smile)

We show up with positivity, take pride in the grind, and don’t take ourselves too seriously. Expect office banter, team events (marathons, golf days) and a crew that says hello every morning. If you’re proactive, resilient and love winning together – you’ll fit right in.