SaaS Account Manager in the Wine Industry
Wine Owners is a growing SaaS provider that offers innovative software solutions to the wine industry. Our platform is tailored specifically for merchants, retailers, importers, producers, warehouses and the on-trade. Our technology is designed to simplify operations, boost efficiency and drive growth.
Your Objective:
Manage your own portfolio of Wine Hub clients and be responsible for driving retention, expansion, and advocacy through strong relationships and consistent value delivery.
Working with the various internal teams - sales, implementation, and product - you will do this by acting as the main point of contact for clients, understanding their unique needs, providing ongoing assistance, and helping them leverage key Hub features to drive their business success.
With a strong foundation in business process, technology, and account management best practices, you will contribute ideas and effective ways of working that support a consistent customer experience and help ensure clients get the most value from Wine Hub.
Your Responsibilities:
Client Relationship Management: Conduct proactive check-ins with clients, act as their primary point of contact, and provide guidance on best practices within the wine industry. Respond to questions, troubleshoot issues, and ensure clients have the support they need.
Sales and Growth Opportunities: Identify potential upsell opportunities, highlight relevant Wine Hub features (e.g., Private Client Reserves Management portal, website builds), and work with the sales team to develop and execute strategies for growth. Support clients in adopting new chargeable features, including setup and training.
Data Analysis: Track and analyse client usage, engagement, sales data, inventory levels, and other metrics to identify areas for improvement, highlight growth opportunities, and proactively minimise churn, including re-engaging inactive Hub sites.
Subscription and Billing Management: Ensure monthly subscriptions are paid in line with contractual obligations, manage additional charges such as extra users or custom data/development work, and follow up on late payments.
User Management: Engage with clients regarding the number of Wine Hub users, ensuring they are correctly set up.
Industry Insight: Stay informed on trends in the wine industry, including regulatory changes, shifts in consumer preferences, and emerging technologies relevant to wine sales.
What we’re looking for:
- 2+ years’ experience in SaaS account management, customer success, or other client-facing roles, with a proven track record of managing and growing accounts
- Client-first, commercially minded approach - builds long-term relationships, identifies growth opportunities, manages renewals, and positively influences revenue
- Excellent communicator - confident presenting, negotiating, and advising stakeholders at all levels
- Highly organised and proactive - able to manage multiple accounts effectively while anticipating client needs and solving problems with initiative
- Analytical and data-driven - uses insights to monitor account health and plan for sustainable growth
- Natural leader and collaborator - brings day-one ideas to improve team performance and internal processes; works closely with Sales, Support, and Product teams
- Tech-savvy - comfortable using SaaS platforms, CRMs, and digital tools, and Excel
- Passion for wine (or strong curiosity about the industry); understanding of wine operations is a plus