Job description
Overview
As an Account Manager at Natterbox, you’ll play a pivotal role in ensuring our customers realise the full value of our SaaS solutions. You’ll be the trusted advisor and commercial owner of a portfolio of strategic accounts, focused on driving adoption, customer outcomes, and ultimately, renewals and growth.
We’re looking for someone who is both commercially savvy and customer-obsessed - someone who thrives in a fast-paced environment and can build strong, value-led relationships with customers.
What you’ll do
Manage a portfolio of mid-to-enterprise level customers, with a focus on delivering measurable success outcomes
Own the commercial relationship - proactively manage renewals, identify upsell opportunities, and mitigate churn risks.
Build trusted relationships with key stakeholders across your accounts, acting as the voice of the customer internally.
Use data to guide customer conversations, track health metrics, and deliver quarterly business reviews (QBRs).
Collaborate with Technical Account Managers and cross-functional teams to ensure product adoption and issue resolution.
Maintain and regularly update structured account plans within Salesforce to ensure visibility, accountability, and readiness for renewal.
Advocate for customer needs internally and feed insights into product and service enhancements.
Consistently represent the Natterbox brand with professionalism, clarity, and care.
Minimum 3 years’ experience in an Account Management or similar role in a B2B SaaS environment.
Proven track record of managing renewals and driving upsell opportunities in a customer-facing, quota-carrying role.
Strong commercial acumen and the ability to confidently discuss ROI and value with senior customer stakeholders.
Excellent communication and relationship-building skills - both internally and externally.
Proficiency in using CRM tools (e.g., Salesforce), and understanding of customer health tracking and account planning.
Ability to work collaboratively across teams (Product, Sales, Support, etc.)
Passion for helping customers succeed and a genuine curiosity about how they use technology to solve business challenges.
What will set you apart from other candidates
We’re looking for more than just experience - we’re looking for someone who brings energy, curiosity, and commercial confidence to every customer conversation. You’ll stand out if you:
- Have worked in a fast-paced SaaS scale-up and are comfortable navigating ambiguity and change.
- Bring a data-driven mindset, using metrics to shape account strategies and customer engagement.
- Demonstrate a consultative approach, uncovering customer needs and aligning them to our platform’s value.
- Understand the telecoms or voice technology landscape, and how it impacts customer experience.
- Are passionate about building structured, repeatable processes that raise the bar for customer success.
Alongside a competitive salary and competitive commission plan, we offer a great range of benefits:
- Hybrid working (with an expectation of 2 days minimum in a London office)
- 25 days holiday increasing to 30 days
- A range of employee perks from Perkbox
- EAP via Vivup
After a successful probationary period, you will also receive
- Private health insurance (currently with Vitality)
- Share options
Note some of our benefits are non contractual and are provided at Natterbox’s discretion.
