Description

We are seeking an Account Manager who is passionate about driving measurable value and long-term business growth. In this role, you will be the primary lead for a portfolio of accounts, with a specific mandate to maximise retention and fuel account expansion. You will serve as a strategic consultant, ensuring your clients are fully optimised on the platform while proactively identifying and closing upsell and cross-sell opportunities.

Key Responsibilities

Retention & Partnership Health

• Portfolio Ownership: Proactively manage the health of your assigned accounts, acting as the lead point of contact for all strategic and commercial matters.
• Renewal Strategy: Lead the full renewal cycle, with a focus on customer retention by demonstrating clear ROI throughout the customer lifecycle.
• Churn Mitigation: Identify "at-risk" indicators early and develop comprehensive "get-well" plans to stabilise and secure the account.
• Success Milestones: Guide clients toward their key business outcomes, ensuring they utilise core features to solve their most pressing operational challenges.

Growth & Revenue Expansion

• Expansion Identification: Analyse client workflows to identify gaps that can be solved by additional product modules or higher-tier plans.
• Strategic Upselling: Manage the end-to-end sales process for account expansions, from initial discovery and demoing new features to closing the deal.
• Executive Business Reviews (EBRs): Conduct data-driven reviews with client leadership to showcase value and present product features that align with the business objectives of the customer.
• Referral Advocacy: Cultivate "super-users" who can serve as case studies or referrals, further driving Accelo’s brand growth.

Qualifications

• Experience: 4+ years in a Customer Success or Account Management role within B2B SaaS.
• Commercial Drive: Proven track record of hitting Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) and expansion targets.
• Strategic Consultant: Ability to understand a client's needs and operational hurdles to recommend the right solutions.
• Communication: Expert-level negotiation and presentation skills, comfortable speaking to C-suite executives about business value and technical roadmaps.

Practicalities & Role Requirements

• Where You’ll Be: This role requires you to reside in the Wollongong area, with the option to work from home two days a week. We are a global team with members in the US, UK, India and the Philippines.
• Working Across Timezones: In this role, you’ll manage a portfolio of clients across APAC and the US West Coast. To maximise working hours overlap, your day will start earlier than the typical 9-5 - usually around 7am or 8am, depending on the time of year.
• Working Rights: You must have full working rights in Australia, as we’re unable to offer visa sponsorship for this role.

Working At Accelo & Forecast

• Modern Wollongong office with easy public transport access
• Fully stocked kitchen with snacks, fresh fruit, drinks, and a coffee & tea bar
• Competitive bonus structure
• Hybrid work model (2 days from home each week)
• Life Events Program to support you through key moments that matter
• Employee Assistance Program for wellbeing support
• Pet-friendly office
• Quarterly recognition awards to celebrate great work

At Accelo, we believe diverse teams build better products, make smarter decisions, and create stronger outcomes for our customers. We’re proud to be an equal opportunity employer and encourage applications from people of all backgrounds and experiences.