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About Us
Supy is transforming the restaurant industry with a data-driven inventory management platform. Our solution enables multi-location restaurant groups to cut costs, reduce waste, and maximize profitability through real-time data, actionable insights, and time-saving automation. Join us in redefining restaurant operations through innovative technology and seamless customer experiences.
Role Overview
As an Account Manager at Supy, you will own the commercial relationship with UK and Irish accounts from handover through renewal and beyond; keeping clients healthy, identifying expansion opportunities, and turning satisfied clients into active advocates. This role offers strong ownership and visibility, working closely with the Country Manager, the AEs, and the product team. The role is UK-based with regular travel across the UK and to Ireland.
Key Responsibilities
Retention and Health
- Own the commercial relationship for all UK and Irish accounts post-handover, with a clear health score for each.
- Proactively identify at-risk accounts, particularly those in early months post-go-live, and work with the CSM to resolve issues before they become churn events.
- Manage renewals and contract conversations, ensuring clients are on the right tier as their business grows.
- Handle escalations with composure, maintaining the relationship even when things go wrong.
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Expansion and MRR Growth
- Identify expansion opportunities across the base: new sites, new cost centers, additional modules, and franchise rollouts.
- Manage upsell conversations from initial identification through to closed expansion deal.
- Contribute to MRR growth targets for UK and Ireland alongside the AE team.
- Work with the sales team where expansion opportunities cross into new-logo territory within a client group.
Advocacy and Referrals
- Build genuine relationships with key contacts at each account, moving them from satisfied users to active advocates.
- Develop a referral pipeline from within the existing client base.
- Work with marketing to identify case study and testimonial opportunities across the base.
Insight and Feedback Loop
- Represent the client's voice internally, feeding product feedback, integration needs, and operational pain points to the product team.
- Maintain clean, up-to-date HubSpot records across all accounts including QBR notes, renewal dates, and expansion potential.
- Contribute to weekly team reporting with client health and MRR movement data.
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Qualifications
- 3+ years in account management, customer success, or a client-facing commercial role within SaaS or hospitality tech.
- Managing a portfolio of accounts, retaining revenue, and growing MRR within an existing base.
- Owning renewal and upsell conversations commercially, not just managing relationships.
- Commercially sharp with a clear understanding of MRR, churn risk, and account health.
- A strong communicator; clear, direct, and confident.
- CRM-native with hands-on experience in HubSpot or a comparable platform.
- Resilient and self-directing with strong upward communication habits.
Preferred Attributes
- Experience working with multi-site hospitality operators; whether through software, foodservice, or an adjacent category.
- Familiarity with the UK and Irish hospitality market and its operators.
- Passion for food tech and the digital transformation of back-of-house operations.
- A natural relationship builder who can move clients from satisfied users to active advocates.
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