Key Account Manager

 Key Account Manager

About the role

We're hiring a Key Account Manager to own the relationships with our most important customers. You'll be the trusted primary point of contact for a portfolio of high-value accounts — the person they call first, and the person internally who makes sure they get what they need. Your job is to keep these accounts healthy, renewing, and growing: deepening the relationship over time, understanding each account's goals, and connecting them to more of the value we can offer.

This is a role for someone who thinks in relationships and outcomes, not tickets. You'll balance the customer's interests with the business's, spot expansion opportunities before the customer asks, and get ahead of risk long before it becomes a churn conversation. Success here is measured in retention, growth, and the strength of the relationships you build.

What you'll do

• Own a portfolio of key accounts. Be the primary point of contact from onboarding through renewal, building relationships across every stakeholder who matters — day-to-day users, decision-makers, and budget owners alike.


• Drive retention and renewals. Protect the revenue in your book: keep accounts satisfied, renew them on time, and get ahead of churn risk early with a clear plan to address it.


• Grow your accounts. Identify where more of our offering solves a real problem for the customer, and lead expansion and upsell conversations that land because they're genuinely useful.


• Run structured account reviews. Hold regular business reviews using data on usage, outcomes, and value delivered — showing customers their return and surfacing the next opportunity.


• Coordinate internally on the account's behalf. Pull in support, product, and other teams to resolve issues and deliver on commitments, acting as the account's advocate inside the company.


• Be the voice of the account. Feed structured insight back to product and leadership on what your customers need, why they stay, and why they might leave.

What we're looking for

• 3–6 years in account management, client servicing, or a comparable relationship-ownership role.


• A track record of retaining and growing a book of business — renewal rates, expansion or upsell numbers, account-health improvements. You can point to accounts you kept and grew, and how.


• Strong communication and stakeholder skills. You're comfortable managing senior, multi-stakeholder relationships and holding a confident, credible conversation with decision-makers.


• Commercial instinct. You spot opportunity and risk early and act on both, balancing what's right for the customer with what's right for the business.


• Comfort with data. You use usage and outcome data to build a case, prove value, and prioritize where to spend your time.


• Self-direction. You own your portfolio's results end to end without close supervision.

Nice to have

• Experience owning a defined revenue target (retention and/or expansion).


• Familiarity with CRM and account-management tooling.


• Proficiency in more than one language, to support a geographically spread customer base.


• Experience managing a small number of large, complex accounts rather than a high volume of small ones.

How you'll be measured

• Retention — renewal rate and gross/net revenue retention across your book.


• Growth — expansion and upsell within existing accounts.


• Account health — relationship strength, engagement, and satisfaction (CSAT/NPS).


• Risk management — early identification and rescue of at-risk accounts.