Location: Dublin, London, or Manchester

Company Description

Our client is a fast-growing software company helping e-commerce merchants improve the post-purchase experience through package protection, free delivery, AI tooling, and additional revenue-driving products layered into the checkout and customer support experience.

The company is seeing strong traction in the UK market and is looking for an Account Manager to help own, retain, and expand a high-value book of business — including a major strategic account in Manchester. This is a highly visible role with meaningful executive exposure, strong expansion opportunity, and the potential to become an early leader on the ground in the UK.

This is an ideal opportunity for someone who has managed complex, high-value customer relationships in e-commerce, retail technology, or B2B software and wants to join a company at an exciting stage of growth.

Quick Facts

• Fast-growing e-commerce technology company with strong UK traction
• UK-based role supporting customers in Manchester, London, and nearby markets
• Major strategic account in Manchester will comprise roughly 50% of the role
• Opportunity to own retention, expansion, customer alignment, and executive relationships
• Strong fit for someone who has managed a multi-million-dollar customer portfolio
• Ideal background includes e-commerce, retail tech, post-purchase, logistics, customer experience, or SaaS

Responsibilities

• Own, retain, and expand a portfolio of strategic e-commerce customers across the UK, with a major focus on a high-value Manchester-based account
• Serve as the primary commercial relationship owner, ensuring customers are happy, engaged, and positioned for long-term growth
• Partner closely with technical and solutions-oriented teammates who support implementation, architecture, and behind-the-scenes technical work
• Drive retention and expansion across your book of business, with a focus on retaining at least 90% of accounts and expanding revenue where possible
• Deeply understand each customer’s business, goals, support flows, and opportunities for product adoption
• Influence product attach rates across customer accounts; small incremental improvements can drive significant revenue impact
• Train merchant customer support teams on product benefits, support workflows, escalation paths, and what is covered by the company’s products versus what is not
• Create documentation, playbooks, and enablement materials that help customers adopt products successfully
• Manage executive relationships and open doors with senior stakeholders across customer organizations
• Navigate complex customer scenarios, including edge cases, escalations, retention risks, and upsell opportunities
• Partner cross-functionally with customer success, product, engineering, and leadership to resolve issues and improve the customer experience
• Travel to Manchester as needed, especially during ramp, to build relationships and support the strategic account in person

What You Bring

• Strong account management, customer success, or commercial relationship management experience in a high-growth company
• Experience owning retention and expansion for a meaningful book of business
• Background managing large, complex, or multi-million-dollar customer portfolios
• E-commerce experience is a major plus
• B2B software, retail tech, logistics, payments, post-purchase, or customer experience software experience is also highly relevant
• Ability to manage both day-to-day customer operations and senior executive relationships
• Strong commercial instincts with the ability to identify expansion opportunities and navigate upsell conversations
• Excellent communication skills with the ability to align internal teams, customer stakeholders, and executive sponsors
• Comfort operating in a fast-moving, stage-based company where process is still being built
• Strong problem-solving skills, especially when working through early customer issues, edge cases, and escalation paths
• Willingness to spend time in Manchester, likely 1x per month on an ongoing basis and potentially 2–3x per month while ramping

What Success Looks Like

• Retain at least 90% of your book of business
• Successfully retain and grow the company’s major strategic Manchester account
• Increase product attach rates across customer accounts
• Build trusted relationships with executive stakeholders and merchant teams
• Help customers clearly understand product value, support workflows, and escalation paths
• Identify expansion opportunities that meaningfully grow revenue
• Reduce churn risk by proactively addressing issues before they become larger problems
• Become a trusted internal voice for what UK customers need as the company continues scaling in the market

Interview Process

1. HigherPeople Screen
2. Hiring Manager Screen
3. Customer Scenario Challenge
4. Final “On-Site” Interview