About the role

Job Title: Customer Account Manager

Location: North Shields

Salary: £40,000 - £45,000

Hybrid working

My client, a SAAS platform within the information security sector, are looking for a Customer Account Manager to join them in their North Shields office on a hybrid basis.

Role

As the Customer Account Manager (CAM), you will need strong commercial and financial acumen and excellent administrative skills. This role will a specific focus on improving Net Revenue Retention (NRR) through strategic customer relationship building, customer subscription management, financial oversight, and process implementation. The ideal candidate will also be able to manage all financial administration related to customer subscriptions. 

Responsibilities

• Customer Relationship Management: Act as the primary point of contact for a portfolio of key accounts.

• Net Revenue Retention (NRR) Target: responsible for all customer account renewal, churn and expansion.

• Collaboration with Finance & Sales: In order to ensure seamless communication regarding customer accounts, revenue growth, and potential areas for financial optimization.

• Financial Management of Customer Accounts: Manage all aspects of customer subscription terms, financials, including billing, renewals, upgrades, downgrades, and cancellations.  

• Financial Reporting & Analysis: Generate and analyse financial reports related to customer accounts, including revenue forecasting, churn analysis, and NRR tracking.

• Process Improvement and Implementation for Retention & Growth: Develop and implement processes and procedures aimed at enhancing NRR, with a focus on reducing churn and maximizing upsell and cross-sell opportunities.

• Data-Driven Approach to Retention: Use customer data to identify risks and opportunities within accounts. Regularly review financial performance metrics and customer health scores to drive retention strategies.

• Compliance & Accuracy: Ensure compliance with all financial policies, administration, procedures related to customer accounts, subscriptions, and revenue management.

Requirements

Essential

• Experience in a customer account management role within a B2B SaaS environment, Ideally with a focus on subscription management and financial administration.

• Proficiency with financial software tools like Stripe, Excel, and other financial management platforms.

• Proven ability to develop and implement effective processes and procedures that enhance customer success and retention.  

• Proficiency in Excel for financial analysis, data management, and reporting.

• Experience using subscription management and billing platforms such as Stripe, Chargebee, Zuora, or similar tools, as well as Hubspot CRM systems for tracking customer engagement and retention.

• Strong administrative and organisational.  

• Ability to analyse financial and customer data to inform retention strategies and identify areas for revenue growth.

• Excellent communication skills with the ability to navigate complex customer relationships, resolve financial issues, and ensure a high level of customer satisfaction.

• Ability to work cross-functionally with Finance, Sales, Marketing and Customer Success teams to ensure alignment on customer accounts and financial strategies

Desired

• Experience working in fast-paced, high-growth SaaS environments.

• Advanced experience with financial software tools and SaaS billing systems.

• Background in managing high-value or enterprise-level accounts.

If you are interested in the Customer Account Manager role, click apply now and a member of the team will be in touch.