Account Manager

Account Manager Hybrid (minimum of 2-3 days a week from the office) About the role As an Account Manager within the Customer Success department, you will own the commercial relationship with a large portfolio of around 700 Cookiebot by Usercentrics customers. Your primary goal is retention: using data to spot customers at risk of churning or downsizing, and reaching out proactively to keep them on board. This is a purely commercial role. You will not be the first point of contact for technical or general support questions. Customers with those needs will be directed to the right support channels, so you can stay focused on commercial conversations that protect revenue. Role description You manage a high-volume portfolio of Cookiebot accounts, using tools and data to detect churn signals early and act on them. You run proactive outreach and save conversations, and you own the renewal process for annual customers, to maximize gross revenue retention and customer lifetime value. Requirements Key responsibilities Revenue retention (core focus) Monitor account activity and data across your portfolio to identify churn and downsell risks, such as domain usage changes, downgrades, and domain deletions Proactively contact at-risk customers to understand their situation and prevent cancellations or downsells Develop and execute standardized save strategies and playbooks that work at scale Handle cancellation and downgrade requests commercially, presenting suitable alternatives such as a better-fit plan or adjusted terms Reach out to recently churned customers with win-back offers where appropriate Renewals Own the renewal process for customers on annual subscriptions, even where renewal is automatic, reaching out ahead of renewal to confirm value and address concerns early Manage the contracting and commercial discussion for annual renewals Cover monthly subscribers through data-driven monitoring and targeted outreach when risk signals appear Targeted upsell as a retention tool Where a plan change or additional product is the right fit and helps prevent downsell or churn, position it as part of the save conversation Account health and data Regularly review account health indicators, including domain usage, upgrades, downsells, and domain deletions Keep accurate account notes, risk flags, and activity records in Salesforce Report on retention trends and share insights on why customers leave or downgrade Collaboration Work closely with Customer Support, Sales, Billing, and Product to ensure a seamless customer experience and pass on customer feedback Direct non-commercial inquiries (technical or support-related) to the appropriate support channels and hand them over cleanly Tools Salesforce (primary CRM) Qualifications & Skills Experience: Minimum of 1 to 2 years in Account Management, Customer Success, or Sales, ideally within a B2B SaaS environment. Experience in retention, renewals, or managing a high-volume…