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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 MaxContact 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 MaxContact, 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.
Responsibilities
People (Customers & Stakeholders)
- 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 MaxContact solutions to measurable business outcomes
- Clearly and credibly articulate the commercial value of MaxContact’s AI products
- Work closely with internal stakeholders including:
- Customer Success (retention, adoption, onboarding)
- Sales
- Engineering/Solution architecture/Product (Customer feedback and roadmap alignment)
- Finance (Pricing, contracts, invoicing)
- RevOps (Process adherence, reporting, systems)
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Process (Commercial & Operating Discipline)
- 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
Systems (Data, CRM & Predictability)
- 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:
- Pipeline
- Renewals
- Expansion Opportunities
- Adhere to CRM hygiene, reporting standards, and data governance expectations
Success Measures
- 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 value-led selling (not discount-led renewals)
Values and Behaviours
- Customer value first — outcomes over features
- Strong commercial discipline and integrity
- Ownership mindset — accounts treated like a business you own
- Collaboration over silos
- Data-led decision making
- Curiosity, particularly around AI and emerging technology
Training and Enablement
- Structured onboarding (products, customers, systems)
- Salesforce and sales process training
- AI product and value proposition enablement
- Pricing and commercial negotiation frameworks
- Ongoing coaching, deal reviews, and enablement
- Access to playbooks, templates, and tools
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Skills and Experience
Essential
- Experience in B2B SaaS Account Management or similar commercial role
- Proven experience delivering renewals and revenue growth
- Comfortable running commercial conversations with senior stakeholders
- Strong CRM discipline (Salesforce or equivalent)
- Ability to forecast accurately and manage pipeline effectively
Desirable
- Experience in contact centre, CX, or AI-enabled SaaS
- Exposure to pricing changes and contract renewals
- Experience in a scaling or PE-backed business
- Understanding of value-based selling methodologies
Benefits and Perks
- 25 days annual leave plus your birthday off - So you can genuinely switch off, recharge, and bring your best self to work.
- Increased holiday entitlement with length of service - We recognise commitment and loyalty. As you grow with MaxContact, we give more back because owning it over time should be rewarded.
- Enhanced maternity and paternity packages - We support our people at every stage of life. By enabling families to take meaningful time when it matters most.
- Life insurance - Providing peace of mind for you and your loved ones reflects our commitment to doing the right thing and owning our responsibility to support our people beyond the workplace.
- Enhanced pension options - We help you invest in your future, not just your role today enabling you to make it count over the long term.
- Company-paid sick leave - We trust our people to take the time they need to recover and return well.
- Personal training allowance - We invest in your growth and encourage continuous learning. You’re empowered to develop your skills, challenge yourself, and challenge the status quo for your career and for our customers.
- Buy and sell holiday options - Flexibility matters. This option allows you to shape your working life around what’s important to you.
- Social, charity and culture committee events - We believe strong connections build great teams. These activities bring people together, support our communities, and reinforce our one team mindset.
- Hybrid working (minimum two days in the office) - We balance flexibility with collaboration.
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