Manager, SMB Account Management - Remote

Overview

This role involves leading the SMB account management strategy and team at Patch My PC, focusing on customer success and retention.

In Short

• Lead and mentor a growing SMB account management/customer success team.
• Create playbooks, KPIs, and coaching processes to drive performance and retention.
• Cultivate a customer-first, data-driven culture.
• Manage high-volume SMB accounts ensuring value delivery and retention.
• Proactively manage renewals, upsells, and account health using Salesforce.
• Maintain and grow our renewal rate.
• Partner with Revenue Operations to design and implement a customer portal.
• Collaborate on developing low-touch customer workflows in Salesforce.
• Create a scalable customer nurture program with Marketing.
• Deploy solutions towards self-service and automation.

Requirements

• Experience developing scalable customer success and renewal programs.
• 5+ years in Customer Success or Account Management.
• 2+ years of team management experience.
• Salesforce expertise required.
• Strong project management skills.
• Experience with SaaS or recurring revenue models.
• Customer-centric, data-driven, action-oriented mindset.

Benefits

• Competitive base salary of £65,000 - £85,000 based on experience.
• Pension contributions of 10%.
• 100% coverage for medical and vision through Bupa.
• Income Protection & Life insurance through Canada Life.
• 10 days sick leave and 25 days PTO.
• Three days of volunteer leave.
• Charitable donation matching.
• Tuition reimbursement.
• Gym & fitness reimbursement.
• Internet stipend.