Strategic Account Manager Job at FrankieOne (Melbourne)

Job Description

As a Strategic Account Manager, you'll drive our post-sales strategy across renewals and expansion, ensuring that FrankieOne remains an indispensable partner to our most strategic customers. You’ll play a critical role in shaping customer outcomes and growing long-term value. You are an experienced, customer-obsessed professional with a passion for driving long-term value and growth within an assigned portfolio of our most strategic, high-value B2B SaaS customers. As a Strategic Account Manager, you will be the dedicated executive relationship owner, responsible for ensuring retention and expansion by driving proactive account planning, structured renewal management, and deeply embedded strategic partnership. This is a critical, highly visible role at the intersection of customer strategy, revenue growth, and product adoption.

Job Responsibility

Own the entire commercial relationship and customer journey for a defined portfolio of strategic accounts, focusing on maximising customer lifetime value
Develop and maintain executive-level relationships within your assigned accounts, acting as a trusted advisor who understands their business objectives and technology roadmap
Champion the voice of the strategic customer internally by proactively advocating for product, support, and service delivery improvements to unlock greater value
Drive and exceed renewal targets for your strategic accounts, mitigating churn risk through proactive health monitoring and structured renewal negotiations
Uncover, qualify, and close significant opportunities for upsell and cross-sell within your portfolio, demonstrating the incremental business value of additional products or services
Partner closely with Sales, Product, and Customer Success to develop and execute account growth strategies and expansion playbooks tailored to each strategic customer
Develop and execute comprehensive, multi-year strategic account plans (SAPs) that align our solutions with the customer's long-term business goals
Lead structured Quarterly Business Reviews, articulating the value delivered to date and defining joint success metrics for the next period
Maintain a high-energy, high-velocity approach to managing complex, multi-stakeholder relationships
Leverage data from internal tools (e.g., Hubspot) to track customer health, forecast revenue accurately, and proactively manage/mitigate churn risks within your portfolio
Ensure the implementation and adoption of best-in-class processes for renewals and expansion within your accounts
Be an advocate for Frankie, for the product, for our people, and for our values

Requirements

5+ years experience as a dedicated Strategic Account Manager, Enterprise Account Manager, or similar role focused on large, complex accounts in B2B SaaS
Fintech/Regtech/Crypto experience a strong bonus
Proven track record of consistently owning and exceeding aggressive revenue targets through successful renewals and significant expansion within an existing customer base
Extensive experience engaging, negotiating, and presenting value propositions to senior-level stakeholders (C-suite, VPs) in enterprise-level accounts
A deep, applied understanding of the SaaS customer lifecycle and how to influence commercial outcomes at the enterprise level
Strong executive communication, negotiation, and interpersonal skills coupled with a robust commercial and technical mindset
Experience utilising tools like Hubspot (or equivalent CRM) for sophisticated customer health tracking, forecasting, and pipeline management

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