Account Manager Job at Xelix (London)

Job Description

We’re looking for an experienced, hands-on Account Manager to join our fast-growing scale up. This is a proactive, commercially minded role: you’ll own the relationship and renewal, identify and create expansion opportunities, and ensure customers realise (and can clearly evidence) the value Xelix delivers. You’ll partner closely with Sales, Product and Services to drive adoption, outcomes and long-term account growth.

Job Responsibility

Own a portfolio of Mid-Market & Small Enterprise customers, acting as a trusted advisor and commercial lead across renewal and growth
Build and execute Customer Success Plans (CSPs) with clear outcomes, milestones, stakeholders and value hypotheses
Quantify, track and communicate value realisation (ROI/business impact), preparing and presenting success metrics and commercial narratives to executive sponsors and C-suite stakeholders
Develop a deep understanding of each customer’s priorities, operating model, systems landscape, and roadmap—using this to shape account strategy and unlock expansion
Run proactive account governance (e.g., EBRs/QBRs), ensuring adoption, stakeholder engagement and action plans stay on track
Monitor customer health and engagement to identify risk early, lead retention plans, and mobilise internal teams to protect and grow revenue
Identify, qualify and progress upsell/cross-sell opportunities, building business cases, aligning stakeholders, and partnering with AEs/founders where needed to close
Lead renewals end-to-end: timeline management, commercial negotiation support, stakeholder alignment, and forecasting accuracy
Triage technical and non-technical issues with urgency and strong judgement, coordinating the right internal resources while keeping customers informed and confident
Be the voice of the customer internally: capture product feedback, influence prioritisation with evidence, and manage expectations on deliverables and timelines
Stay close to market trends and competitive landscape, contributing to strategic initiatives that improve our commercial approach and customer outcomes

Requirements

Proven experience in Account Management / Customer Success in B2B SaaS (or a consultative commercial role), owning senior stakeholder relationships and outcomes across a portfolio
Demonstrable commercial track record: leading renewals, retaining revenue, and creating growth through upsell/cross-sell
Strong value-based selling and storytelling skills: you can quantify impact, build a business case, and present success metrics/ROI confidently to executive sponsors and C-suite
Experience running structured account governance (e.g., CSPs, QBRs/EBRs, exec sponsor plans), translating customer goals into measurable plans and driving them to completion
Comfortable managing complex, multi-stakeholder enterprise accounts—navigating economic buyers, decision-makers, champions and influence networks to drive change
Proficient in MEDDPICC or similar sales methodology
Evidence of proactively identifying risk and leading “save plans”: diagnosing root causes, mobilising internal teams, and executing clear recovery plans with pace and accountability
Strong cross-functional leadership: you’re effective at coordinating Product, Delivery/Implementation, Support and Sales to unblock customers and deliver outcomes, without needing formal authority
Analytical and systems-minded: you enjoy using data (usage, outcomes, financials) to spot patterns, forecast risk, and prioritise where to invest time for maximum impact
Technically curious and quick to learn: you can understand customer environments and product capabilities well enough to advise, educate and credibly challenge
Excellent prioritisation and execution in a fast-paced environment
you can manage multiple workstreams, run a tight cadence, and keep stakeholders aligned
Clear, direct communicator with high ownership: you follow through, set expectations well, and bring energy and professionalism to customer interactions

What we offer

27 days of annual leave (including 3 days Christmas closing) which increases up to 3 days based on tenure, with the option to roll over, buy or sell up to 3 days
Hybrid working with two days a week from our dog-friendly Hoxton office
On-site gym and cycle to work scheme
Employee discount at over 100 retailers
Comprehensive private medical & dental cover with Vitality
Enhanced parental leave pay
Learning & development culture – £1,000 personal annual budget
We’re carbon-neutral and are working towards ambitious carbon reduction goals
Lots of team socials & activities
Annual team retreat

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