Customer Account Specialist / Account Manager

risr/; United Kingdom; Remote; GBP 45,000 - 55,000; Full time

Job summary

A leading education technology company is seeking a Customer Account Specialist / Account Manager in the UK. The role involves managing customer relationships and ensuring contract delivery, focused on enhancing value through SaaS solutions. Candidates should have at least 5 years of experience in a customer-facing role, ideally within the SaaS industry. The company offers competitive pay and flexible work arrangements.

Benefits

Work from home option

Flexible working hours

Health and Wellbeing Allowance of £1,200 per annum

No defined maximum holiday allowance

Profit share participation

Qualifications

• 5+ years experience in a customer-facing role, ideally in Software as a Service (SaaS).
• Experience with contractual negotiations, reconciliations, and revisions preferable.
• Ability to understand assigned clients and their evolving business needs.

Responsibilities

• Build and nurture relationships with customers.
• Manage customer accounts to ensure delivery of promised value.
• Oversee contract management and renewals.

Skills

Contract negotiation

Customer relationships

Technical understanding

Stakeholder management

Problem-solving

Education

5+ years in customer-facing role

Experience in SaaS

Job description

Customer Account Specialist / Account Manager

Base pay range: Salary £45,000 - £55,000 (depending on experience). Full-time, permanent position based in the United Kingdom. To apply for this role, you must be based in the United Kingdom.

Industry: Education and Software, with a focus on medical and health professional education. Closing date: 15 October 2025.

In this role, you will be responsible for effectively building and maintaining key relationships with a number of customers. You will lead and take operational ownership of customer contracts and relationships while collaborating closely with customer delivery specialists in the customer success team.

At risr/ our software and services help institutions, such as Universities, Specialist Medical Colleges and regulatory bodies, achieve digital transformation of their assessment processes (written and clinical exams, workplace-based assessments, etc).

Responsibilities

• Customer Relationship Building: Establishing and nurturing long-term relationships with customer stakeholders at multiple levels in their organisation.
• Customer Account Management: Overseeing the customer's account to ensure they receive the value and products promised, as well as prompt and accurate contract and account management.
• Information and Data Management: Utilising a central platform to manage the contract throughout its duration, including tracking project milestones and reporting changes in implementation.
• Contract and Renewal Management: Facilitating all aspects of the customer's contracts, including licence reconciliations, licence renewal processes, payment negotiations and providing quotations.
• Cross-Selling and Up-Selling: Recognising opportunities to offer additional risr/ products or services, preparing quotes and making necessary contract revisions.
• Communication: Acting as the primary point of contact between the customer and risr/ for non-day-to-day support.
• Needs Assessment: Identifying customer needs and ensuring they are met through risr/ solutions.
• Issue Resolution: Addressing and resolving customer concerns or escalations promptly with cross-functional support as needed.
• Product Knowledge: Maintaining understanding of risr/ products as they develop.
• Continuous Improvement: Deep understanding of the customer to adapt and deliver ongoing value.

Accountabilities

• Customer Retention: Accountable for retaining customers and renewing contracts.
• Customer Satisfaction Scores: Accountable for achieving target satisfaction metrics.
• Revenue Targets from Existing Customers: Accountability for cross-selling and up-selling revenue goals.
• Accurate Reporting: Providing transparent and accurate reports on customer health and account status to the team and wider risr/ using synchronous and asynchronous methods.
• Customer Advocacy: Ensuring the customer's voice informs product and service improvements by understanding needs and contributing to product development.

Experience

• At least 5 years experience in a customer-facing role, ideally in Software as a Service (SaaS).
• Experience with contractual negotiations, reconciliations and revisions is preferable.
• Digital Transformation exposure using SaaS solutions and services.
• Technical-minded and solution-oriented with excellent communication and stakeholder management skills.
• Ability to understand assigned clients and their evolving business needs; commercial decision-making.
• Knowledge of the UK's regional education and business landscape is preferable.
• Ability to translate customer strategies/objectives into deliverable solutions; collaborative approach to relationship building.

Who we are looking for

• Cultural fit: Self-managed, remote-friendly with a proactive, can-do attitude.
• Technical Skills: Contract negotiation, execution and renewal; quick product understanding to translate challenges into value.
• Problem-Solving: Ability to devise commercial, technical and creative solutions with the team.
• Communication: Clear, concise, and consistent communication internally and externally.
• Time Management: Prioritise tasks and manage time effectively in a flexible environment.
• Initiative: Self-starting and proactive in handling multiple customers.
• Team Collaboration: Collaborate with sales/marketing, delivery, and development to resolve challenges and provide market feedback.

About us

The risr/ mission is to provide technology to enable every ambition. The risr/ platform enables health professionals to apply and pay for assessments, be assessed effectively, and advance through their training to provide high-quality patient care. Our software and services help institutions achieve digital transformation of assessment processes (written and practical exams, workplace-based assessments).

We are growing rapidly in international markets. For example, over 60% of doctors in the UK are assessed using risr/ products.

What you can expect at Risr/

We keep things simple, value collaboration, and aim to innovate while doing the right thing. Some business travel may be required; flexible working arrangements are in place. There may be a need to work outside regular hours occasionally due to time zones.

Benefits

• Work from home, a co-working space, or a local office.
• Freedom to choose equipment and training.
• Autonomy and minimal bureaucracy.
• Open-book finances and transparency around company finances and salaries.
• Generous salary and benefits package including enhanced parental leave and profit share.
• Health and Wellbeing Allowance of £1,200 per annum.
• risr/ pays for internet and mobile phone contract.
• Flexible working and adjustable routines by role and team.
• No defined maximum holiday allowance.
• Participation in profit share (25% of profits split among employees).

If you feel this is the role for you, please apply with a cover letter. Multistage interview process is planned, with initial stages expected week of 20 October. risr/ is an equal opportunities employer.

Location references: Portsmouth, Bognor Regis, Worthing, Nottinghamshire, Derby, Liverpool, London, West Midlands – country: United Kingdom.