Account Manager

About the role

A lot of companies treat customer success as a help desk. Answer the question, run the quarterly review, hope the renewal comes in. We see it differently. Our customers pay us for answers about kids and families, so every question they ask tells us something about what they are trying to do next, and nobody at TIF hears more of those questions than this role.

You will look after your own portfolio of customers, and you will own all of it: the relationship, the renewal and the growth. The day-to-day support matters and we want it done brilliantly, but the job does not stop when the query is answered. If a customer asks about one market, show them what the data says about the next one.

If half their team never logs in, find out why. When you spot a way we could be more useful to a customer, that is your opening, and often our next piece of revenue.

To be clear, this is a growth role. You will carry a number for the accounts you look after, and we will measure you on retention and expansion, not on how many tickets you close. It suits someone who genuinely likes customers and likes selling, and who would rather bring a customer an idea than wait for renewal season.