Account Development & Upsell Opportunities

• Develop a strong understanding of each client's business and identify opportunities where Mamba can provide additional value
• Proactively identify potential upsell, cross-sell, and service expansion opportunities
• Understand the commercial opportunity rather than simply waiting for clients to ask for more
• Qualify opportunities and pass them to the Sales team with the relevant context
• Work collaboratively with Sales to support opportunities through to completion where appropriate
• Maintain awareness of the wider services Mamba offers and how they could benefit existing clients

Internal Account Management

• Work closely with Paid Media, Social, Email, Creative, and other internal teams to ensure clients receive a joined-up service
• Ensure client feedback and requirements are communicated clearly internally
• Challenge internal teams where necessary to ensure the client's needs are being met
• Maintain strong knowledge of client performance, activity, and current priorities
• Ensure actions and commitments are followed through

What Success Looks Like

This isn't a role built around hitting a long list of traditional Account Manager KPIs. Success means:

• Clients stay with us
• Clients trust us
• Clients see the value in what we do
• Potential growth opportunities are identified and passed to Sales
• Clients are onboarded smoothly and receive a consistently high standard of service
• Issues are identified and dealt with proactively rather than reactively
• The client relationship continues to develop over time

You should naturally be thinking: “What does this client need next, and how can we help them achieve it?”

Progression & Development

We want this to be a role where high performers can genuinely progress. At senior level, we're looking for people who want to take ownership, have confidence in their ability, and aren't afraid to make things happen. Progression could include:

• Increased responsibility across larger or more strategically important clients
• Ownership of key client relationships
• Mentoring and developing other Account Managers
• Taking responsibility for elements of the wider Client Services function

We want progression to be scalable and based on impact, ownership, commercial contribution, and leadership, rather than simply time served.

About You

We're looking for someone who:

• Has previous experience in Account Management, Customer Success, Client Services, or a similar client-facing role
• Is confident managing multiple clients and competing priorities
• Builds strong relationships naturally
• Is commercially aware and comfortable identifying opportunities to grow accounts
• Has excellent communication skills, both written and verbal
• Can have difficult conversations without damaging the client relationship
• Is proactive rather than reactive
• Takes ownership rather than waiting to be told what to do
• Is confident enough to challenge clients and internal teams when necessary
• Can understand a client's wider business rather than focusing solely on individual tasks
• Has a strong sense of accountability and follows things through
• Is ambitious and wants a clear route to progression

The Personality We're Looking For

This is a role for someone with confidence and presence. We want someone who can walk into a client conversation and command the room with confidence, not arrogance. Someone who can build genuine relationships, confidently explain their position, challenge when necessary, and make clients feel that they're in safe hands.

You should have the bravado to pursue opportunities, the commercial awareness to know when an upsell makes sense, and the judgement to know when the right thing to do is to focus on delivering value.

What We Offer

• Competitive salary based on experience
• Commission on qualifying upsell opportunities; commercial contribution is directly rewarded
• Clear progression opportunities
• Scalable responsibility as you develop
• Senior-level ownership and autonomy
• Regular development and coaching
• The opportunity to work across a broad range of clients and industries
• The opportunity to help shape and develop our Client Services function
• Modern office environment
• Company events and team incentives