Account Manager - ANZ

About the role

You will join a growing Account Management team focused on the Australia and New Zealand region, where your primary responsibility will be to cultivate lasting relationships with clients and guide them through their AI voice journey. In this capacity, you will act as a trusted advisor, translating business objectives into tailored strategies that ensure customer success and expand product adoption across your portfolio. You will own the end-to-end relationship health of your assigned accounts, identifying opportunities to deepen engagement and demonstrate the tangible value of the platform. This role requires you to anticipate client needs, mitigate risks to retention, and champion their feedback internally to influence product direction. You will leverage data and qualitative insights to drive conversations that move accounts from transactional interactions to strategic partnerships. Success in this position will be measured by your ability to foster executive-level trust and secure buy-in for long-term initiatives. You will work closely with cross-functional teams to align solutions with client expectations and operational constraints. Ultimately, you will be the external face of the company's commitment to excellence in the ANZ region.

Key facts

What you'll do

You will analyze account usage patterns to identify expansion opportunities and advocate for strategic upsells that align with client growth plans. You will develop and maintain detailed stakeholder maps to ensure you engage the right decision-makers and influencers at the appropriate times. You will lead quarterly business reviews that highlight value realization and outline actionable next steps for platform adoption. You will negotiate contract terms and manage the renewal process to minimize churn and maximize net revenue retention. You will serve as the central point of contact for escalations, coordinating solutions across product, engineering, and support teams. You will forecast pipeline and revenue impacts based on your book of business to support executive planning. You will design and execute onboarding plans that accelerate time-to-value for new clients in the ANZ region. You will collaborate with marketing to create targeted success stories and references that reinforce credibility within your accounts. You will monitor competitive activity and market trends to adjust account strategies and defend against attrition. You will utilize CRM tools to maintain accurate records of all interactions, ensuring visibility for leadership and stakeholders.

Requirements

You must possess 3 to 7 years of prior experience in Account Management or Customer Success within a fast-paced SaaS company, demonstrating a consistent track record in managing complex client relationships. You must have a strong focus on building relationships and delivering excellent customer service, with a proven ability to handle sensitive conversations professionally. You must show proven commercial experience, including managing account renewals and expansions, to ensure that business outcomes are met and revenue goals are achieved. You must exhibit excellent communication and interpersonal abilities to connect with clients at all organizational levels, from end-users to C-suite executives. You must have strong analytical and problem-solving skills to address customer needs, interpret data, and resolve issues efficiently. You must maintain a balanced approach that prioritizes client satisfaction while proposing scalable solutions that support long-term growth. You must be comfortable working autonomously in a remote environment, managing your time effectively without direct supervision. You must be proficient in using CRM systems and productivity tools to document processes and track key performance indicators. You must be willing to collaborate across time zones and support global initiatives while representing the ANZ perspective. You must adhere to the company's standards for professionalism, security, and compliance in all client interactions.

Practical notes

This is a remote position. The company offers an annual stipend for professional development and for meeting colleagues, along with an annual company offsite. A monthly co-working stipend is available if you are not near a main office hub.