Account Manager

We're the team behind the AI-powered customer engagement platform that's transforming how businesses connect with their customers - turning every conversation into a revenue-driving moment.

Our platform helps contact centre teams achieve their goals through intelligent automation, predictive insights, and seamless customer experiences. We build technology that empowers people, not replaces them.

We are proud of our reputation for combining cutting-edge tech with down-to-earth people, we have big ambitions and a clear sense of who we are. Our culture is driven by our values: we take ownership, move fast, challenge the status quo, and learn constantly. Working at Max Contact means being stretched, you’ll be trusted with responsibility early, expected to think commercially, and encouraged to act decisively.

We don’t stand still, and neither will you.

At the same time, we believe high performance only works in a safe, supportive environment. You’ll be surrounded by smart, driven people who want to see you succeed, who value openness and honesty, and who see mistakes as part of learning quickly and getting better.

We're builders, problem-solvers, and customer champions who believe in innovation with purpose, human-first technology, and delivering results that matter. You'll work alongside passionate colleagues building technology that directly impacts how thousands of businesses connect with millions of customers every day.

If you’re ambitious, curious, and excited by the idea of building something meaningful in a fast-moving tech business.

We are looking for an ambitious and commercially driven Account Manager to join our growing sales department.

The Account Manager (AM) is responsible for retaining and growing revenue across an assigned portfolio of customers, owning the commercial relationships post-sale. At Max Contact, Account Managers are value-led commercial owners accountable for Net Revenue Retention (NRR), customer outcomes, and predictive execution. This role sits at the intersection of customers, revenue, and internal delivery, with a strong emphasis on discipline, collaboration, and data quality.

• Act as the primary commercial contact for assigned customer accounts
• Build and maintain trusted, multi-threaded relationships with economic buyers, champions, and executive sponsors
• Lead early, proactive renewal conversations to avoid last-minute negotiations
• Run structured account reviews (QBRs where applicable)
• Understand customer objectives and align Max Contact solutions to measurable business outcomes
• Clearly and credibly articulate the commercial value of Max Contact’s AI products

• Customer Success (retention, adoption, onboarding)
• Engineering/Solution architecture/Product (Customer feedback and roadmap alignment)
• Finance (Pricing, contracts, invoicing)
• Rev Ops (Process adherence, reporting, systems)

• Own renewal, expansion, and upsell execution for a defined customer portfolio
• Deliver quarterly and annual Net Revenue Retention (NRR) targets
• Identify, qualify, and progress upsell and cross-sell opportunities using defined sales stages
• Support pricing changes and contract amendments in line with company policy
• Ensure customers are adopting agreed features and capabilities
• Partner with Customer Success to identify and mitigate adoption risks
• Work with Product and CS to convert customer outcomes into expansion opportunities
• Follow agreed sales stages, exit criteria, and governance consistently
• Maintain accurate, up-to-date opportunity and account records in Salesforce
• Forecast renewals and expansion with confidence, evidence, and consistency
• Ensure all commercial activity is visible, auditable, and predictable
• Use Salesforce as the single source of truth for:
  • Renewals
    • Adhere to CRM hygiene, reporting standards, and data governance expectations

• Net Revenue Retention targets achieved or exceeded
• High renewal rates with minimal churn
• Predictable, well-governed pipeline and accurate forecasting
• Strong customer satisfaction and long-term relationships
• Consistent Salesforce hygiene and process adherence
• Evidence of…