As an Account Manager, you will be the strategic partner and primary point of contact for a portfolio of SMB and Enterprise clients. You are responsible for driving customer retention, satisfaction, and growth. This role combines relationship management, commercial ownership, and cross-functional collaboration to ensure our clients get maximum value from our platform.
Key Responsibilities
1. Client Relationship Management & Strategic Partnership
- Build and maintain strong, long-term relationships with key stakeholders and decision-makers across assigned SMB and Enterprise accounts.
- Serve as the main point of contact and trusted advisor for all commercial and operational matters.
- Conduct regular business reviews (QBRs/MBRs) to understand client goals, measure ROI, and align our solutions with their business objectives.
- Proactively monitor account health, usage, and satisfaction to prevent churn.
2. Account Retention, Renewals & Commercial Ownership
- Own the full renewal cycle end-to-end, including negotiation, forecasting, and contract execution.
- Achieve and exceed targets for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
- Identify and mitigate at-risk accounts early by developing strategic mitigation plans.
3. Revenue Growth & Upsell / Cross-sell
- Identify and qualify expansion opportunities through deep discovery of client needs and usage gaps.
- Drive upsell and cross-sell initiatives by positioning relevant products, features, and add-ons.
- Collaborate with Sales and Pre-sales teams to create and deliver compelling proposals and business cases.
4. Client Advocacy & Issue Resolution
- Act as the voice of the customer internally and advocate for client needs.
- Handle and manage all client communications related to product issues, bugs, and feature requests with empathy and professionalism.
- Coordinate closely with Engineering, Product, and Support teams to ensure timely and effective issue resolution and keep clients informed throughout the process.
5. Internal Collaboration & Process Improvement
- Work cross-functionally with Product, Engineering, Marketing, and Onboarding teams to ensure a seamless customer journey.
- Maintain accurate and up-to-date account records, activities, and forecasts in CRM (e.g., HubSpot, Salesforce).
- Contribute to the development of best practices, playbooks, and customer success processes.
6. Reporting & Insights
- Analyze account data and prepare regular reports on account health, performance, and growth opportunities.
- Provide valuable feedback and insights from clients to the Product team to influence product roadmap.
Requirements
Experience & Qualifications
- 2+ years of proven experience in Account Management, Customer Success, or Client Relations.
- Mandatory experience working in a SaaS, B2B technology, or software company, managing both SMB and Enterprise portfolios.
- Proven track record of managing renewals and achieving upsell/cross-sell targets.
Skills & Competencies
- Exceptional communication, negotiation, and relationship management skills in English and Bahasa Indonesia.
- Strong business acumen with the ability to understand complex client needs and translate them into solutions.
- Highly organized, proactive, and able to manage multiple accounts and priorities simultaneously.
- Data-driven mindset with proficiency in CRM tools and customer success platforms.
- Strong problem-solving skills and ability to remain calm under pressure during issue resolution.
