Account Manager

• Own and manage a portfolio of ANZ customer accounts across the post-sale lifecycle, focusing on renewal, retention, and expansion
• Lead customer check-ins, success conversations, and business reviews
• Understand customer goals, reinforce value, identify risks, and align Zensai to business needs
• Own renewal readiness, including timelines, subscription details, risk identification, customer preparation, and on-time closure
• Lead commercial renewal conversations, including pricing, term alignment, objections, paperwork, and stakeholder coordination
• Identify and develop upsell, cross-sell, user-growth, and product-expansion opportunities
• Maintain accurate account, contact, subscription, renewal, opportunity, and next-step information in CRM
• Use customer health signals, usage trends, support themes, stakeholder changes, and engagement patterns to surface churn risk or expansion potential
• Act as the internal voice of the customer by sharing feedback, risks, product insights, and market themes
• Partner with Sales, Product, Marketing, Support, Customer and Technical Success, RevOps, and Finance

• 5+ years in B2B SaaS Customer Success, Account Management, Relationship Management, Renewals, or a similar customer-facing commercial role
• Proven ability to manage a customer portfolio with accountability for adoption, retention, renewals, and expansion
• Experience leading or supporting renewal conversations, including contract timing, pricing discussions, stakeholder follow-up, negotiation, and commercial risk management
• Strong commercial acumen and ability to identify upsell, cross-sell, user growth, and product expansion opportunities
• Ability to translate customer goals, adoption patterns, and business challenges into success plans, account strategies, and renewal narratives
• Confidence working with CRM systems, renewal/opportunity records, customer health data, and forecasting inputs
• Microsoft Dynamics 365 experience is a plus
• Strong relationship-building skills across customer and internal stakeholders
• Excellent written and verbal communication skills
• Experience with Microsoft 365, Teams, SharePoint, HR technology, learning, engagement, or performance solutions is a strong plus
• Proactive and accountable; comfortable in a fast-paced environment

• Flexible work arrangement: home, office, or a mix; flexible start times
• 10% of working time dedicated to development
• 20 days of annual leave
• 5 extra discretionary days annually
• Public holidays and carers leave
• 6 months paid parental leave for mothers
• 4 months paid parental leave for fathers and co-parents
• 12% superannuation contribution
• Workers compensation coverage
• $1,000 AUD home office setup allowance
• Weekly team lunches, or monthly lunch for remote employees
• Regular social events