Account Manager SaaS

Macildowie are working exclusively with this flexible and supportive SaaS/Tech client based in Nottingham city centre. They are looking for a Customer Account Manager to join their compact, cooperative team.

This is a high impact role... The Customer Success Manager will be a key stakeholder in influencing the product roadmap, working closely with leadership and the development team.

What's in it for you?

• 38 holiday days in total + 2 charity days (see below)!
• Hybrid working: flexibility with 3 days working from home per week, and a supportive handover (you'll be fully prepped by late January).
• 28 days' holiday + Statutory Bank Holidays (way above market average)!
• Culture: a caring, community-focused workplace offering 2x additional personal annual leave days per year - you have the option to book in as half-days, no need to explain - this can be for anything!
• 2x additional voluntary days off per year for charity / community work
• Full equipment provided for home working
• Influence: you'll play a key role in shaping product direction by representing customer needs to leadership and the development team.

What You'll Be Doing

As a Customer Account Manager, you will:

• Serve as the primary point of contact for a portfolio of existing customers, helping them derive maximum value from the platform.
• Onboard new clients, driving product adoption and ensuring smooth implementation.
• Conduct regular business reviews to understand customer goals, usage patterns, and satisfaction.
• Proactively identify opportunities for expansion or upsell (as customers' needs evolve).
• Monitor customer health metrics and churn risk; develop and run success plans to mitigate churn.
• Work closely with Product / Engineering teams to deliver customer feedback, feature requests, and usage insights to influence the product roadmap.
• Use platforms/internal tools to track customer engagement.
• Provide training, best-practice sharing, and support to customers to boost engagement.
• Coordinate with the Sales team and Sales Executives when commercial opportunities arise (renewals, upsell).
• Report on key success metrics (renewal, expansion, churn) to senior leadership.

What We're Looking For

• Proven experience in account management or customer success (must be in a B2B environmen t).
• SaaS experience is desirable, but not essential. If you have strong account management experience outside of SaaS, we still want to hear from you.
• Excellent interpersonal and communication skills, with a talent for building and maintaining relationships.
• Analytical mindset: ability to interpret usage data, spot trends, and act on them.
• Strong organisational skills, with the ability to manage multiple accounts and priorities.
• Comfortable working collaboratively across teams (New business, Product).
• Experience with CRM / CSM tools (Salesforce, ChurnZero, or similar) is a strong plus.
• Ambitious individual with a proactive, customer-first attitude.

If this is a position you would consider and you'd like to hear more, please apply now and don't miss out!

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Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.