Account Manager

The Account Manager (AM) is responsible for retaining and growing revenue across an assigned portfolio of customers, owning the commercial relationships post‑sale. At Max Contact, Account Managers are value‑led commercial owners accountable for Net Revenue Retention (NRR), customer outcomes, and predictive execution. This role sits at the intersection of customers, revenue, and internal delivery, with a strong emphasis on discipline, collaboration, and data quality.

People (Customers & Stakeholders)

• Act as the primary commercial contact for assigned customer accounts
• Build and maintain trusted, multi‑threaded relationships with economic buyers, champions, and executive sponsors
• Lead early, proactive renewal conversations to avoid last‑minute negotiations
• Run structured account reviews (QBRs where applicable)
• Understand customer objectives and align Max Contact solutions to measurable business outcomes
• Clearly and credibly articulate the commercial value of Max Contact’s AI products

Work closely with internal stakeholders including:

• Customer Success (retention, adoption, onboarding)
• Engineering/Solution architecture/Product (Customer feedback and roadmap alignment)
• Finance (Pricing, contracts, invoicing)
• Rev Ops (Process adherence, reporting, systems)

Process (Commercial & Operating Discipline)

• Own renewal, expansion, and upsell execution for a defined customer portfolio
• Deliver quarterly and annual Net Revenue Retention (NRR) targets
• Identify, qualify, and progress upsell and cross‑sell opportunities using defined sales stages
• Support pricing changes and contract amendments in line with company policy
• Ensure customers are adopting agreed features and capabilities
• Partner with Customer Success to identify and mitigate adoption risks
• Work with Product and CS to convert customer outcomes into expansion opportunities
• Follow agreed sales stages, exit criteria, and governance consistently
• Maintain accurate, up‑to‑date opportunity and account records in Salesforce
• Forecast renewals and expansion with confidence, evidence, and consistency
  
  Ensure all commercial activity is visible, auditable, and predictable
• Use Salesforce as the single source of truth for:
  • Pipeline
  • Renewals
  • Expansion Opportunities
• Adhere to CRM hygiene, reporting standards, and data governance expectations

Success Measures

• Net Revenue Retention targets achieved or exceeded
• High renewal rates with minimal churn
• Predictable, well‑governed pipeline and accurate forecasting
• Strong customer satisfaction and long‑term relationships
• Consistent Salesforce hygiene and process adherence
• Evidence of value‑led selling (not discount‑led renewals)

Values and Behaviours

• Strong commercial discipline and integrity
• Ownership mindset — accounts treated like a business you own
• Collaboration over silos
• Data‑led decision making
• Curiosity, particularly around AI and emerging technology

Training and Enablement

• Structured onboarding (products, customers, systems)
• Salesforce and sales process training
• AI product and value proposition enablement
• Pricing and commercial negotiation frameworks
• Ongoing coaching, deal reviews, and enablement
• Access to playbooks, templates, and tools

• Experience in B2B SaaS Account Management or similar commercial role
• Proven experience delivering renewals and revenue growth
• Comfortable running commercial conversations with senior stakeholders
• Strong CRM discipline (Salesforce or equivalent)
• Ability to forecast accurately and manage pipeline effectively
• Experience in contact centre, CX, or AI‑enabled SaaS
• Exposure to pricing changes and contract renewals
• Experience in a scaling or PE‑backed business
• Understanding of value‑based selling methodologies

• 25 days annual leave plus your birthday off
• Increased holiday entitlement with length of service — as you grow with Max Contact, we give more back because owning it over time should be rewarded
• Enhanced maternity and paternity packages — we support our people at every stage of life
• Life insurance — providing peace of mind for you and your loved ones
• Enhanced pension options — we help you invest in your future
• Company‑paid sick leave
• Personal training allowance — we invest in your growth and encourage continuous learning
• Buy and sell holiday options — flexibility matters
• Social, charity and culture committee events — these activities build connections
• Hybrid working (minimum two days in the office)