Account Manager
We have an exciting opportunity for an Account Manager at an Australian built and owned SaaS business. Our client is all about making business easier (and a lot less stressful). They help organisations simplify the way they work with world-class cloud ERP technology, but it's their people who make the real difference.
They love solving problems, celebrating wins, sharing a laugh, and supporting each other along the way. Whether you're a tech guru, a customer champion, or someone who simply enjoys making a positive impact, you'll find plenty of opportunities to learn, grow, and be part of something meaningful.
If you have 3+ years of Account Management in a Sales business, we would love to hear form you. Highly beneficial if you have been part of a business selling Saas, Paas or Iaas. Can demonstrate excellent customer engagement and understand the B2C relationship.
The role
The Account Manager is responsible for managing and growing a portfolio of customers by driving renewals, upsell opportunities, customer retention, and long-term success. This role acts as the primary customer contact, develops Customer Improvement Plans (CIPs), resolves escalated issues, and works closely with internal teams to deliver an exceptional customer experience.
Key Responsibilities
Manage and grow assigned customer accounts.
Build trusted customer relationships and serve as the primary point of contact.
Conduct regular customer reviews and develop 12-month Customer Improvement Plans (CIPs).
Drive customer retention, renewals, product adoption, and lifetime value.
Identify and close upsell opportunities to achieve revenue targets.
Manage customer enquiries, account issues, and escalations through to resolution.
Maintain accurate sales pipeline forecasting and CRM records.
Coordinate customer handovers from Sales and collaborate across internal teams.
Solution Support
Support Sales through discovery, solution scoping, and demonstrations when required.
Coordinate internal and third-party solution resources.
Assist with solution escalations and recommend appropriate customer solutions.
Customer Success & Communication
Educate customers on product capabilities and best practices.
Partner with Professional Services to identify continuous improvement opportunities.
Contribute to customer communications, case studies, and referral initiatives.
Share knowledge and support team development.
Customer Experience
Deliver a professional, responsive, and customer-focused experience.
Identify customer risks and escalate issues proactively.
Promote customer advocacy and referrals.
Skills & Experience
Experience
3–6 years in Account Management, Customer Success, or a similar customer-facing role.
Experience with ERP, CRM, or accounting software (NetSuite experience advantageous).
Skills
Strong relationship management and commercial acumen.
Excellent communication and presentation skills.
Strong analytical, problem-solving, and organisational skills.
Ability to manage multiple priorities and work independently.
Customer-focused with a proactive, results-driven approach.
If you have relevant Account Management experience, ideally within SaaS, PaaS, or IaaS, and enjoy driving customer success, we would love to chat. Apply now.