Customer Account Manager

We are looking for a Customer Account Manager (CAM) with strong commercial and financial acumen and excellent administrative skills to join our B2B SaaS business. This role is pivotal to our growth strategy, with a specific focus on improving Net Revenue Retention (NRR) through strategic customer relationship building, customer subscription management, financial oversight, and process implementation. The ideal candidate is highly commercial and financially literate, proficient in financial tools like Stripe and Excel, and can manage all financial administration related to customer subscriptions. This role requires someone who can strategically drive customer success while efficiently handling the financial aspects of account management, such as invoicing, subscription renewals, financial reporting, and reconciliation.

• Customer Relationship Management: Act as the primary point of contact for a portfolio of key accounts, ensuring customer satisfaction and deepening relationships. Drive proactive engagement to maintain high levels of product adoption and customer retention.

• Net Revenue Retention (NRR) Target: responsible for all customer account renewal, churn and expansion • Collaboration with Finance & Sales: Work closely with the Finance and Sales teams to ensure seamless communication regarding customer accounts, revenue growth, and potential areas for financial optimization.

• Financial Management of Customer Accounts: Manage all aspects of customer subscription terms, financials, including billing, renewals, upgrades, downgrades, and cancellations. Ensure accuracy in all financial data and timely invoicing using financial software tools such as Stripe. Ensure accurate tracking and documentation of all account activities and subscription adjustments. • Financial Reporting & Analysis: Generate and analyse financial reports related to customer accounts, including revenue forecasting, churn analysis, and NRR tracking. Provide insights into revenue trends and collaborate with finance and leadership to improve financial processes.

• Data-Driven Approach to Retention: Use customer data to identify risks and opportunities within accounts. Regularly review financial performance metrics and customer health scores to drive retention strategies.

• Compliance & Accuracy: Ensure compliance with all financial policies, administration, procedures related to customer accounts, subscriptions, and revenue management. Maintain accuracy in financial data entry and reporting.