Trade Account Manager – Retention & Growth

Service.com.au; Gold Coast City; On-site; AUD 120,000 - 180,000; Full time

Job summary

Service.com.au on the Gold Coast is looking for a driven Trade Account Manager – Retention & Growth to proactively lift renewals, upsell smartly, and keep customers engaged and thriving. You will own and grow a portfolio of trade partners, spot at-risk accounts, and run quarterly reviews to secure commitments.

You will collaborate with Sales, Marketing and Support to deliver seamless customer experiences and hit monthly retention and upsell targets.

Qualifications

• 2+ years in account management, sales or customer success with KPIs or revenue targets.
• Experience using CRMs (HubSpot preferred) and ticketing systems.
• Strong written and verbal English communication.

Responsibilities

• Own and grow a portfolio of trade partners; increase usage, renewals and ARPA.
• Spot and save at-risk accounts and execute win-back plans.
• Upsell and cross-sell platform features aligned to partner goals.
• Run structured account reviews and present insights.
• Collaborate with Sales, Marketing & Support to deliver seamless experiences.

Skills

Account management

Sales

Customer success

Communication

Tools

HubSpot

Aircall

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.