Account Manager / CSM

Powtoon is a leading AI-powered visual communication platform trusted by 95% of the Fortune 500 to transform how organisations communicate, train, onboard, and scale knowledge.

From AI-generated video and enterprise branding to interactive avatars and global localisation, Powtoon helps businesses turn complex information into engaging, scalable experiences across the workforce.

As our Enterprise business continues to grow, we are looking for a commercially-minded Account Manager to partner with strategic customers, own the full post-sale revenue lifecycle, and drive retention and expansion across a portfolio of Mid-Market and Enterprise accounts.

This is a hybrid AM-CSM role, combining commercial ownership with customer outcomes. You will be accountable for:

• renewal execution and contract negotiation
• expansion and upsell revenue against a quota
• customer outcomes and adoption
• executive stakeholder management
• long-term partnership building

You will work closely with Sales, Product, and Leadership teams while acting as a trusted advisor and commercial owner for some of the world's most recognised organisations.

What You'll Be Responsible For

• Manage and grow a portfolio of Enterprise and Mid-Market customers, owning both the relationship and the revenue number
• Own the renewal process end to end, including forecasting, negotiation, and contract execution
• Identify, build, and close expansion and upsell opportunities within your own book of business
• Build trusted relationships with senior stakeholders across L&D, HR, Internal Communications, Enablement, IT, and Transformation teams
• Deeply understand customer goals, organisational priorities, and success metrics
• Drive onboarding, adoption, engagement, and long-term value realisation
• Lead strategic business reviews focused on outcomes, ROI, and growth opportunities
• Use customer data and platform insights to proactively drive adoption, reduce churn risk, and surface expansion signals
• Act as the voice of the customer internally by collaborating closely with Product and Leadership teams
• Help customers scale their use of AI-powered communication and enablement across their organisation

What Makes Someone Successful Here

• You're commercially minded and comfortable owning a number, not just influencing one
• You're consultative rather than reactive
• You know how to build credibility with senior stakeholders
• You can uncover business pain points and translate them into growth and revenue opportunities
• You combine relationship-building skills with analytical thinking and negotiation confidence
• You thrive in fast-moving environments where ownership and autonomy matter
• You're excited by AI, transformation, and the future of workplace communication

Requirements

What We're Looking For

• 3-6+ years experience in Account Management, Customer Success, or commercial post-sales roles within B2B SaaS
• Proven track record owning renewal, retention, or expansion targets, ideally with direct quota accountability
• Comfortable managing Enterprise or strategic customer relationships and commercial negotiations
• Strong commercial acumen and analytical capability
• Ability to interpret customer usage data and translate insights into action plans
• Strong discovery, presentation, storytelling, and negotiation skills
• Experience partnering closely with Sales teams on expansion opportunities
• Excellent written and spoken English

Nice to Have

• Experience working with Enterprise L&D, HR, Internal Communications, or Enablement teams
• Experience with AI-enabled, transformation, or communication-focused platforms
• Familiarity with HubSpot, Salesforce, Gainsight, or similar CRM/CS tools

Why Join Powtoon?

• Join a profitable, growing global SaaS company used by millions worldwide
• Work with globally recognised Enterprise customers
• Play a visible role in one of the company’s fastest-growing business areas
• Be part of a collaborative, ambitious, and entrepreneurial culture
• Hybrid working from our Central London office (Aldwych)
• Weekly Deliveroo allowance
• Fully stocked office
• Volunteering initiatives
• CycleScheme