Commercial Account Manager

Hub Box makes local pickup easy by embedding a searchable network of pickup points into any retailer's online checkout. Trusted by 1,500+ global brands, including Macy’s, Gap, and Selfridges, Hub Box cuts shipping costs and boosts cart conversions while providing the flexible delivery options that 70% of shoppers demand.

As a strategic partner to carriers like UPS, DPD, and DHL, we scale OOH volume to improve carrier margins, drive retailer savings, and provide unparalleled consumer choice. We are powering long-term, sustainable growth for the entire delivery ecosystem.

As a Commercial Account Manager, you are the primary driver of Net Revenue Retention (NRR) for a portfolio of approximately 175–200 SME accounts. This is a high-velocity, commercially focused role that moves beyond "relationship management" into Revenue Engineering.

You will be responsible for ensuring your portfolio stays live, stays healthy, and renews at optimal value. You will blend high-touch intervention for at-risk accounts with sophisticated automated workflows to ensure every client in your book realizes the ROI of the Hub Box platform.

• Execute Renewals:
  Manage the end-to-end renewal cycle, moving customers from initial terms to long-term, value-based contracts.
• Pricing Optimization:
  Implement the Hub Box pricing matrix during renewal cycles to ensure account yield matches performance and volume.
• Churn Mitigation:
  Use a "Command Centre" approach to identify at-risk accounts early. Execute "Save" strategies (e.g., trial extensions or re-pricing) to protect MRR.
• Automation Mastery:
  Build and optimize automated communication loops within Hub Spot to deliver value, feature updates, and health checks at scale.
• Data-Driven Intervention:
  Monitor "Fulfillment Health" and usage data. When a retailer’s volume drops, you intervene with a specific, data-backed action plan.
• Technical Advocacy:
  Act as the "layman’s bridge" between our Integration Managers and the client. You will translate Jira ticket resolutions into clear, actionable updates for your retailers.

• Multi-Site Accountability:
  Ensure that "Closed Won" leads translate into "Fully Live" retailers. You own the push to ensure all e-commerce sites in a client's portfolio are active and processing orders.
• Self-Service Support:
  Reduce support friction by directing clients to our self-service tools and documentation, ensuring your time is spent on strategic revenue tasks rather than basic troubleshooting.

• Hub Spot Hygiene:
  Maintain 100% accurate records. You will utilize the MEDDIC framework to ensure handovers from Sales are airtight, and success criteria are clearly defined.
• Reporting:
  Provide weekly visibility on portfolio health, renewal pacing, and "At Risk" scoring to the Client Success Director.

• Experience:
  
  2+ years in a high-volume SaaS Account Management or CS role, with a proven track record of hitting renewal or retention targets.
• The "Commercial Mindset":
  You speak the language of NRR, GRR, and Churn. You understand that "Happy" customers are good, but "Live and Renewing" customers are the goal.
• Technical Aptitude:
  You are comfortable navigating APIs, Jira tickets, and e-commerce platform logic (Shopify, Magento 2, etc.).
• Organization:
  You can manage 200 accounts without losing the "thread" of individual conversations, thanks to your disciplined use of CRM and task management.
• Communication:
  Firm but fair. You can navigate a difficult pricing conversation as easily as a product training session.

• People First:
  We collaborate. We move fast. We celebrate wins together.
• Visibility:
  We value face‑to‑face connection. This role is based in our Midtown office (Atlanta) office at least 3 days per week.

• 25 days paid time off (PTO) per calendar year plus 8 public holidays - and you then get an extra day for every year you work at Hub Box up to 30 days
• Healthcare through United Healthcare (with optional adult vision and dental coverage)
• Retirement plan via Guideline (note: Hub Box doesn’t currently contribute, but the plan is there if you’d like to enrol)
• Enhanced Paid Parental Leave
• Work Outside the Office (WOO) for up to 2 weeks a year
• A great space to work – our Decatur office at The Blair Building includes paid parking. It’s a buzzing, well-designed hub for collaboration, creativity and a bit of fun