Account Manager

The Job

Reporting to the Director of Customer Success, the Account Manager will support the Smartvault existing customer base. The Account Manager is responsible for managing and growing a portfolio of Smart Vault customers through proactive relationship management, strategic account planning, product adoption, and expansion sales. This role serves as the primary commercial point of contact for assigned accounts and is accountable for customer retention, revenue growth, and identifying opportunities to help clients maximize value from Smart Vault solutions.

The ideal candidate is consultative, relationship-oriented, and motivated by achieving revenue targets while delivering exceptional customer outcomes.

• Serve as the primary point of contact for an assigned portfolio of customer accounts.

• Develop trusted advisor relationships with key stakeholders and decision-makers.

• Maintain a deep understanding of each client's business objectives, workflows, and technology ecosystem.

• Create and execute account plans designed to increase customer value, retention, and growth.

• Conduct regular customer outreach and strategic business reviews to evaluate account health and identify opportunities.

• Own expansion and growth opportunities within assigned accounts.

• Identify, qualify, and manage opportunities for additional licenses, product upgrades, and Smart Vault solutions.

• Drive adoption and sales through consultative discovery and solution‑based selling.

• Build and maintain a healthy pipeline of expansion opportunities within Salesforce.

• Forecast revenue opportunities and provide accurate pipeline updates.

• Collaborate with Sales leadership to support account growth initiatives and achieve revenue objectives.

• Lead Executive Business Reviews (EBRs) and account planning discussions with customers.

• Analyze customer usage, adoption trends, and engagement metrics to identify opportunities and risks.

• Recommend solutions, best practices, and product capabilities that align with customer goals.

• Develop success plans that drive increased utilization and long‑term customer value.

• Proactively monitor customer health and identify churn risks.

• Partner with internal teams to address customer concerns and improve retention outcomes.

• Lead renewal conversations and ensure customers recognize ongoing value from their Smart Vault investment.

• Create mitigation plans for at‑risk accounts and drive successful retention strategies.

• Partner closely with Customer Care, Onboarding, Product, and Sales teams to deliver a seamless customer experience.

• Escalate customer challenges appropriately while maintaining ownership of the overall customer relationship.

• Provide customer feedback and market insights to help influence product strategy and enhancements.

• 3+ years in Account Management, Customer Success, SaaS Sales, or a related customer‑facing role.

• Experience managing a book of business and owning revenue growth targets.

• Proven success selling software solutions, upselling, cross‑selling, or expanding customer accounts.

• Experience conducting business reviews and presenting to executive stakeholders.

• Familiarity with Salesforce, Outreach, and customer success platforms preferred.

• Strong consultative selling, negotiation, and relationship management skills.

Smart Vault is a cloud‑based document management and file‑sharing solution for small‑to‑medium‑sized businesses, professional accountants, and bookkeepers. In 2017, Smart Vault became part of the Get Busy Group, which is AIM‑listed and currently trading on the London Stock Exchange. Smart Vault continues to operate as a wholly owned subsidiary in the US, but we are now part of a much larger global team with expanded products serving the US, UK, and Australia/New Zealand markets.

Smart Vault is a collaborative environment, where the number one goal is to solve problems for our customers. We use data to make informed decisions, and we work hard to be transparent with each…