Account Manager New

Account Manager

Hybrid (minimum of 2-3 days a week from the office)

About the role

As an Account Manager within the Customer Success department, you will own the commercial relationship with a large portfolio of around 700 Cookiebot by Usercentrics customers. Your primary goal is retention: using data to spot customers at risk of churning or downsizing, and reaching out proactively to keep them on board.

This is a purely commercial role. You will not be the first point of contact for technical or general support questions. Customers with those needs will be directed to the right support channels, so you can stay focused on commercial conversations that protect revenue.

Role description

You manage a high-volume portfolio of Cookiebot accounts, using tools and data to detect churn signals early and act on them. You run proactive outreach and save conversations, and you own the renewal process for annual customers, to maximize gross revenue retention and customer lifetime value.

Key responsibilities

Revenue retention (core focus)

Monitor account activity and data across your portfolio to identify churn and downsell risks, such as domain usage changes, downgrades, and domain deletions

Proactively contact at-risk customers to understand their situation and prevent cancellations or downsells

Develop and execute standardized save strategies and playbooks that work at scale

Handle cancellation and downgrade requests commercially, presenting suitable alternatives such as a better-fit plan or adjusted terms

Reach out to recently churned customers with win-back offers where appropriate

Renewals

Own the renewal process for customers on annual subscriptions, even where renewal is automatic, reaching out ahead of renewal to confirm value and address concerns early

Manage the contracting and commercial discussion for annual renewals

Cover monthly subscribers through data-driven monitoring and targeted outreach when risk signals appear

Targeted upsell as a retention tool

Where a plan change or additional product is the right fit and helps prevent downsell or churn, position it as part of the save conversation

Account health and data

Regularly review account health indicators, including domain usage, upgrades, downsells, and domain deletions

Keep accurate account notes, risk flags, and activity records in Salesforce

Report on retention trends and share insights on why customers leave or downgrade

Collaboration

Work closely with Customer Support, Sales, Billing, and Product to ensure a seamless customer experience and pass on customer feedback

Direct non-commercial inquiries (technical or support-related) to the appropriate support channels and hand them over cleanly

Tools

Salesforce (primary CRM)

Qualifications & Skills

Experience: Minimum of 1 to 2 years in Account Management, Customer Success, or Sales, ideally within a B2B SaaS environment. Experience in retention, renewals, or managing a high-volume portfolio is a plus.

Technology/tool driven: Strong technical aptitude and proficiency in relevant tools and technologies, including CRM systems (Salesforce preferred), and comfort working with usage and account data to spot trends.

Communication: Exceptional verbal and written communication skills, with the ability to clearly articulate complex concepts to diverse audiences, including in short, persuasive outreach to large numbers of customers.

Problem solving: Strong analytical abilities to identify why customers are at risk and provide tailored solutions or alternatives.

Commercial and retention mindset: Confident in save conversations and commercial negotiation, handling objections, and recognizing when an upsell or plan change is the right fit to prevent downsell or churn, while maintaining a customer-centric approach.

Organization and prioritization: Ability to manage a large portfolio efficiently, prioritizing accounts by risk and revenue impact.

Collaboration: Proven ability to work cross-functionally with teams such as Product, Sales, and Support to drive customer success and business growth.

Success measures

Gross revenue retention

Churn and downsell rate

ARR saved through save and win-back activity

Annual renewal rate

Include:

Development Budget for every employee: 800,- EUR / year

Job-related Language Courses (English, German, Czech, Spanish etc.): 350,- EUR / year

Hybrid working policy and the possibility to take a workcation (90 days per year from a European country)

Online yoga sessions

Massages

Headspace App

Events - Team Buildings, happy hours, parties/get togethers, occasional company covered breakfasts/lunches, in/across offices, online/in person etc

Gifts - We celebrate life & work milestones at UC (work anniversaries, new born babies and similar)

Snacks, fruits, coffee and drinks in the office

Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Usercentrics we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Why join Usercentrics?

Joining Usercentrics means becoming part of a fast-growing, diverse and international team of tech enthusiasts and entrepreneurially-minded who build our success story together

Company culture is important to us - we strive to continuously develop a positive, vibrant and inspiring environment that enables everyone to thrive both personally and professionally

Get involved! We have plenty of initiatives and love to see people from all department enthusiastically participating and shaping our future together in different cross-department projects

Your work-life balance is important to us too - we offer flexible working hours, hybrid working and the possibility of workcations (in accordance with our company policy)

We always remember to have fun along the way, both in our day-to-day work and at our regular team events on site in our offices in Munich, Copenhagen, Odense, Lisbon, New York and Buenos Aires or online

You are the most valuable asset to our company which is why we’re happy to offer awesome benefits like our personal development budget, job-related language courses and a lot more (depending on your location) to focus on your well being.