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Account Manager
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Account Manager — London
Sector: MSP (3 years minimum sales experience in the MSP space for this role)
Location: London (2 days a week WFH)
About the Role
We're working with a managed IT services provider based in London & You'll inherit 25–30 active accounts from day one and own them from contract signature through their entire lifecycle. Your job is threefold: keep them operationally healthy and identify at-risk accounts before they become problems, keep the core services profitable, and identify and close expansion opportunities when the timing and fit are right. This is not a support role, but it's not pure growth either — you're a portfolio steward who balances retention, profitability, compliance, and expansion.
What You'll Do
- Monitor and manage portfolio health. Your primary responsibility is maintaining healthy client relationships and identifying at-risk accounts before they become problems. You'll track client satisfaction signals, engagement levels, and health indicators. You'll flag concerns early, escalate where needed, and work with delivery teams to resolve issues before they turn into churn.
- Steward core service profitability. You'll understand the unit economics of each account — the cost of delivery versus the margin being generated. You'll keep core managed IT services profitable by managing scope creep, ensuring pricing aligns with service levels, and identifying where accounts are over-serviced or under-optimised.
- Maintain contract compliance. You'll keep contracts current, terms clearly understood, renewals tracked, and all administrative details accurate. You'll know what each client has signed up for, when renewals are due, and flag any compliance issues before they become problems.
- Retain and grow the base. You'll conduct quarterly business reviews with each client, digging into usage, pain points, and business objectives. You'll identify both retention risks and expansion opportunities — upsell and cross-sell, new services, additional user seats, professional services, or infrastructure upgrades. Your retention target is 95%+.
- Maintain account plans and oversee commercial decisions. You'll keep detailed, up-to-date account plans and client records, track usage patterns, satisfaction metrics, and expansion potential, and act as a key stakeholder in all commercial sign-offs related to your portfolio.
- Contribute to operational excellence. You'll flag process gaps, suggest improvements to account management practices, and work with operations to implement changes that make your job more effective and your clients more successful.
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Who You Are
- 3+ years Account Management in managed services, working with mid-market clients
- Operationally disciplined — you log activity consistently, maintain accurate records, and don't let things slip through the cracks
- Genuinely interested in client health — you listen for signals and connect the dots between satisfaction, engagement, payment patterns, and support volume
- Commercially aware — you understand unit economics, can discuss deal margins and pricing, and know when to pursue an opportunity versus walk away
- Confident in front of clients — you can facilitate QBRs, present strategic recommendations, and lead project discussions without handholding
- Consultative by nature — you listen more than you pitch and ask discovery questions that uncover real problems
- Resilient and self-aware — you take ownership of both wins and losses and bounce back from setbacks
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What We're Looking For
A client success professional who's genuinely good at portfolio management — balancing health, profitability, retention, and growth. Someone who can identify at-risk accounts, solve problems, close expansion deals, and keep everything organised. You're not just chasing growth; you're protecting and growing a profitable book of business.
What Success Looks Like
- In your first three months, you're ramping and learning your portfolio, building relationships with key stakeholders, and identifying accounts that need attention. Commission target at 50% of quarterly.
- By month six, you're independent and balanced — actively managing portfolio health, core services remain profitable, retention rate on track at 95%+, and expansion deals closing regularly.
- By end of year one, you're a seasoned portfolio steward — hitting targets across health, profitability, compliance, retention, and expansion, and viewed by clients as a trusted partner, not a vendor.
The Package
- £55,000 base salary (dependent on experience)
- Quarterly commission based on net new gross profit — overachievement rewarded at a premium rate
- 40 hours per week, Monday–Friday, 8:30am–5:30pm
- Hybrid working — 3 days in the London office
- Professional development budget
- Discretionary bonus
To apply, please contact lauren@set2recruit.com
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