Strategic Account Manager

JR United Kingdom; Southampton; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading SaaS provider is seeking a Strategic Account Manager to join their Customer Success team. This role involves managing high-value accounts across the UK, focusing on retention and revenue growth, while collaborating closely with sales and product teams. Ideal candidates will have substantial experience in account management within SaaS, strong analytical skills, and a history of driving customer success.

Benefits

Autonomy and ownership of a high-value portfolio

Career progression opportunities

Full travel reimbursement

Structured onboarding

Collaborative team environment

Qualifications

• 3+ years in Account Management, Customer Success, or similar roles within SaaS.
• Proven track record in customer retention and expansion.
• Experience running QBRs and engaging at exec level.

Responsibilities

• Manage a portfolio of 35-40 high-value customer accounts.
• Focus on retention, satisfaction, and revenue growth.
• Lead quarterly business reviews and track KPIs.

Skills

Customer Retention

Analytical Skills

Relationship Building

Communication

Data-Driven Decision Making

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.