Account Manager (SMB) North America

Where you'll leave your mark?

• Own a high-volume Launch portfolio — renewals, upsells, and day-to-day relationships across a large book of startup and early-stage SMB accounts, prioritising by risk and value rather than treating every account the same way.
• Run the renewal pipeline end to end — track renewals well ahead of expiry, forecast accurately, and close on time; a slow renewal is the fastest way to lose a low-touch account.
• Negotiate commercial terms with confidence — pricing, discounts, and contract length, knowing when to hold firm and when to flex, especially on multi-year commitments.
• Spot and close expansion opportunities — accounts ready to add frameworks (SOC 2 to ISO 27001, GDPR, HIPAA) or upgrade plans, pitched naturally within renewal conversations.
• Get ahead of payment and billing risk — step in early on failed payments or lapsed billing before it turns into churn, one of the biggest causes of loss in this segment.
• Work the system, not just the relationship — use CRM workflows, templates, and playbooks to manage volume efficiently, keeping renewal stage, risk flags, and outcomes logged in real time.
• Partner cross-functionally with Customer Success, Sales, Finance, and the audit team to unblock renewals, resolve billing disputes, and report regularly on portfolio health.

The kind of builder we're looking for -

• 2–4 years in account management, customer success, renewals, or sales, ideally in SaaS — experience in security, compliance, or GRC software is a plus, not a requirement.
• A confident, direct negotiator — comfortable discussing price and terms without getting defensive or over-discounting.
• Strong organisational discipline — able to juggle a large number of accounts at different stages without letting things slip, working off dashboards and structured playbooks rather than ad hoc outreach.
• A clear, concise communicator, written and verbal — this is fast, high-volume outreach, not long relationship-building calls.
• Analytical enough to read account data — usage, payment status, renewal date — and decide what to prioritise each day.
• Resilient and proactive — comfortable with pushback, price objections, and the occasional lost account, and flags risk before it shows up in a report.
• Curious about compliance and security — or willing to get up to speed quickly on SOC 2 and ISO 27001 to be a credible main point of contact for lean teams without their own compliance staff.