Senior Account Manager – Enterprise Onboarding & Client Success

Location: Southampton UK

Type: Full-time

Reports to: CEO / Founders

About the role

We are looking for an experienced and commercially minded Senior Account Manager to lead enterprise customer relationships and take ownership of the onboarding journey for large, multi-department organisations.

This role is ideal for someone who is confident working with senior stakeholders, comfortable managing complex software implementations, and passionate about delivering a seamless customer experience from contract through to long-term success.

You will act as the primary commercial and operational point of contact for key clients, ensuring smooth onboarding, strong adoption and long-term account growth.

Key responsibilities

• Own and manage a portfolio of enterprise and strategic customer accounts.
• Lead the onboarding of new large enterprise clients, coordinating multiple internal and client-side stakeholders.
• Act as the central point of contact across departments such as IT, operations, marketing, finance and senior leadership.
• Plan and manage structured onboarding programmes, including kick-off sessions, timelines, milestones and go-live support.
• Ensure customers are successfully adopted onto the platform and are realising value from the solution.
• Build strong, trusted relationships with decision-makers and operational users.
• Identify upsell, cross-sell and expansion opportunities within existing accounts.
• Proactively manage risks, issues and escalations during onboarding and throughout the customer lifecycle.
• Work closely with product, technical and support teams to resolve issues and feed back customer insight.
• Deliver regular account reviews, performance updates and strategic planning sessions with clients.
• Maintain accurate CRM records and forecasting.
• Represent the business professionally at client meetings, site visits and events.

Essential requirements

• Full, valid driving licence and the ability to travel to customer sites when required.
• Comfortable meeting new people and handling customers at all levels, including senior stakeholders.
• Proven experience onboarding large enterprise software customers across multiple departments.
• Strong background in B2B account management, client success or enterprise customer onboarding.
• Experience managing complex, long-term client relationships in a SaaS or technology-led environment.
• Excellent communication, presentation and stakeholder management skills.
• Highly organised, with the ability to manage multiple onboarding projects and accounts simultaneously.
• Confident working both commercially and operationally with customers.
• Strong problem-solving mindset and a calm, professional approach under pressure.

Desirable experience

• Experience working with digital platforms, enterprise software, data-driven products or managed services.
• Familiarity with structured onboarding frameworks and customer success methodologies.
• Experience supporting contract renewals and commercial negotiations.
• Exposure to regulated or operationally critical environments (such as transport, infrastructure, utilities or large-scale operations).

What we offer

• A senior, high-impact role working with enterprise clients and strategic partners.
• The opportunity to shape and improve the onboarding and customer journey process.
• A collaborative, fast-growing environment with direct influence on customer experience and retention.
• Competitive salary and benefits package.