Sr. Manager / Associate Director - Key Accounts

Responsibilities:

• Own and grow a portfolio of strategic enterprise accounts.
• Develop deep relationships with CXOs and key decision-makers across Business, Marketing, Product, and Procurement.
• Drive revenue growth through proactive upselling, cross-selling, renewals, and account expansion initiatives.
• Identify whitespace opportunities within existing customers and build expansion strategies to maximise account value.
• Create and execute strategic account plans aligned with customer business goals.
• Lead Quarterly Business Reviews (QBRs) and executive business discussions to uncover new growth opportunities.
• Partner closely with Sales, Product, Customer Success, Marketing, and Operations to deliver exceptional customer outcomes.
• Act as a trusted advisor by understanding customer challenges and recommending the right solutions.
• Own customer retention, commercial success, adoption, and overall account health.
• Manage escalations with urgency while maintaining high customer satisfaction.
• Maintain accurate forecasts, account plans, and expansion pipelines

Requirements:

• Have 7-12 years of Enterprise Account Management, Key Account Management, Strategic Partnerships, or Customer Success experience.
• Come from SaaS, CPaaS, MarTech, AdTech, Ecommerce Enablement, RetailTech, or Digital Commerce organisations.
• Have a proven track record of driving upsell, cross-sell, renewals, and account expansion within enterprise customers.
• Consistently exceed revenue growth and retention targets.
• Excel at consultative selling and uncovering new business opportunities within existing accounts.
• Build strong relationships with CXO-level stakeholders.
• Thrive in fast-paced, high-growth startup environments.

What Success Looks Like:

• Consistently exceeding upsell and cross-sell revenue targets.
• High renewal and customer retention rates.
• Expansion of wallet share across strategic accounts.
• Strong customer adoption and long-term partnerships.
• Predictable revenue growth through account expansion.
• Customers viewing you as a trusted business advisor.