Strategic Account Manager

JR United Kingdom; Plymouth; Remote; GBP 45,000 - 60,000; Full time

Job summary

A market-leading SaaS provider seeks a Strategic Account Manager in the UK for their Customer Success team. In this role, you will manage a portfolio of high-value accounts, focusing on nurturing relationships to drive retention and expansion. This position offers autonomy, structured onboarding, and career progression within a dynamic environment where you can significantly impact customer satisfaction and business growth.

Benefits

Career progression opportunities

Structured onboarding

Full travel reimbursement

Qualifications

• 3+ years in Account Management or Customer Success in SaaS.
• Proven ability to drive retention and expansion.
• Experience conducting Quarterly Business Reviews (QBRs) and executive-level engagement.

Responsibilities

• Manage a portfolio of 35-40 key accounts focusing on revenue retention.
• Identify upsell opportunities and collaborate with sales teams.
• Align with internal teams to advocate for customer needs.

Skills

Account Management

Customer Success

Analytical skills

Excellent communication

Relationship building

Tools

Salesforce

Gainsight

HubSpot

Job description

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Location: UK (Remote with occasional travel required)

A market-leading SaaS provider is scaling its post-sales team to support continued growth. With customers across the UK and internationally, this is a high-impact opportunity to join the Customer Success team as a Strategic Account Manager (SAM). You’ll manage a portfolio of high-value accounts, helping drive digital transformation.

The Role

As a Strategic Account Manager, you'll manage 35-40 key customer accounts across the UK. Your primary focus will be retention, satisfaction, and revenue growth. You’ll lead QBRs, deliver strategic value in every interaction, and become a trusted advisor to customers.

Key Responsibilities:

• Own a portfolio of 35–40 accounts, focusing on Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
• Develop and execute strategic account plans aligned to customer business goals.

Revenue Growth & Expansion

• Identify upsell and cross-sell opportunities for new modules, features, and services.
• Collaborate with Sales and BDRs to expand accounts and drive contract renewals.

Strategic Advisory & Customer Advocacy

• Lead QBRs, discussing goals, adoption metrics, and opportunities to scale.
• Serve as a strategic advisor, sharing best practices and industry trends.

Internal Collaboration

• Align closely with Sales, Product, Support, and Implementation teams.
• Champion the voice of the customer internally to shape product roadmap and services.
• Support onboarding and customer enablement efforts as needed.
• Track KPIs and feature adoption rates.

What Does Success Look Like? You deliver 110%+ Net Revenue Retention across your portfolio, complete quarterly onsite engagements, and consistently expand accounts while driving strong customer satisfaction.

Who We’re Looking For:

• 3+ years in Account Management, Customer Success, or similar roles within SaaS.
• Proven track record driving customer retention and expansion.
• Strong experience running QBRs, conducting onsite meetings, and engaging at exec level.
• Analytical and data-driven with a proactive approach to customer health and churn prevention.
• Excellent relationship-builder and confident communicator.
• Flexibility to travel nationally.
• Experience in high-growth SaaS environments (bonus).
• Familiarity with Gainsight, Salesforce, or HubSpot (bonus).

What’s on Offer? Autonomy and ownership of a high-value portfolio and career progression in a growing, mission-led SaaS company. Structured onboarding, a collaborative team, and full travel reimbursement.

Note: Due to high application volumes, if you have not been contacted within 7 days, please assume your application was unsuccessful.