Retention Account Manager, SMB
The Retention Account Manager will advise SMB merchants across Australia, using retention strategies, negotiation, and product expertise to reduce churn and identify growth opportunities. The role requires at least five years of sales or account management experience and strong communication, analytical, and financial skills.
About the job
Responsibilities
- Retain a multi-million-dollar client base.
- Understand SMB customer needs across all verticals.
- Deploy retention strategies to mitigate churn and increase contract adoption.
- Strategically address customer concerns and competitive threats.
- Help evolve the retention motion through insights on product, operational, and competitive gaps.
- Work with Sales, Support, Product, and Analytics teams to future-proof retention strategies.
Requirements
- 5+ years of experience in sales, account management, or a related field.
- Experience discovering and closing retention and growth opportunities.
- Experience successfully managing a pipeline to achieve revenue targets.
- Excellent negotiation and financial literacy skills.
- Excellent storytelling and vision-setting skills.
- Excellent organizational, analytical, written, and verbal communication skills.
- Passion for and knowledge of how new technologies can better serve small and medium-sized businesses.
Benefits
- Remote work options.
- Medical insurance.
- Flexible time off.
- Retirement savings plans.
- Modern family planning benefits.
Skills
Sales, Account Management, Customer Retention, Pipeline Management, Negotiation, Financial Literacy, Storytelling, Revenue Targets, Churn Reduction, Product Knowledge
Similar jobs
Account Management jobs
Flexport
Melbourne, Australia
Own and grow a portfolio of Australian clients by expanding relationships, identifying supply-chain opportunities, driving retention, and promoting platform adoption. The role requires at least five years of sales, account management, or supply-chain experience, ideally in logistics or freight forwarding.
Phantom
Remote
Own end-to-end relationships with Phantom’s VIP members, handling high-stakes crypto support, escalations, and exclusive experiences. The role requires 4+ years in VIP support, account management, or customer success, deep multi-chain crypto knowledge, strong written communication, and discretion.
PandaDoc
Remote
Manages and expands a portfolio of Commercial SaaS customers by driving renewals, retention, and revenue growth. The role requires 4+ years in a quota-carrying account management or sales position, strong forecasting and communication skills, and cross-functional collaboration.
Airbnb
Sydney, Australia
Manages professional host accounts and supply growth across Australia and New Zealand, using commercial analysis, proactive relationship management, and acquisition strategies to improve host performance and Airbnb supply. Requires 5+ years in sales, account management, business development, or customer success.
Scribe
Remote
Leads a team of Account Executives focused on outbound-driven expansion sales within existing mid-market customers. The role requires experience managing AEs, coaching complex multi-stakeholder deals, and building rigorous forecasting and pipeline practices.