Account Manager, SMB
WHAT YOU’LL DO
Team overview
The Braze ANZ Account Management team drives commercial growth and retention across our existing customer base. In this role you will own a high volume portfolio of SMB and startup customers, operating as a commercial partner who helps them mature their use of Braze and convert that maturity into growth. Success comes from breadth, rhythm and velocity: knowing your book well enough to spot where value is stalling and where the next opportunity sits.
Responsibilities
Own a high volume portfolio of SMB and startup customers across ANZ, with full accountability for renewal, upsell and cross sell
Prioritise ruthlessly across the book, directing time and executive attention to the accounts where growth or risk is most material
Run a high velocity commercial motion, moving a steady flow of renewal and expansion deals through to close efficiently
Generate your own expansion pipeline through usage analysis, whitespace mapping and maturity assessment, and capture upsell opportunities as customer consumption grows
Build durable, multi-threaded relationships across marketing, CRM and digital leadership, the C-suite and founders
Partner with Customer Success and Partners to run account plans and business reviews that connect Braze performance to customer outcomes
Develop strategic commercial proposals and lead renewal and expansion negotiations to close
Identify retention risk early using adoption signals, account health and stakeholder change
Achieve and exceed quarterly expansion and retention targets
Maintain accurate forecasts with a clear view of deal progression, risk and timing
Build repeatable plays that hold across a larger book rather than one off approaches
Lead customer meetings virtually and in person, with regular domestic and occasional international travel
WHO YOU ARE
You are a commercially minded Account Manager who thrives on running a busy, fast moving book and knows where the growth is hiding in it. You have a proven record of expanding SaaS accounts, you are comfortable owning a number across a high volume of customers and deals, and you work well across functions.
Requirements
3+ years of experience in SaaS sales, account management or similar, with demonstrated success driving revenue growth and retention
Experience owning SaaS customer relationships end to end, including accountability for renewals, upsell and expansion
Experience managing high volume portfolios with annual contract values from 30K to 150K
Proven track record of consistently exceeding commercial targets in fast paced, high growth environments
Demonstrated ability to build relationships and sell value to marketing, CRM and digital stakeholders, as well as C suite executives and founders
Experience in the Martech, Adtech or broader CX space is highly regarded, including CRM, marketing automation, customer analytics, email or content marketing
Excellent collaborator with a proven ability to work across Customer Success, Services, Marketing, Partnerships and Sales
Exceptional communicator, a confident presenter, persuasive writer and trusted relationship builder with strong verbal, written and numerical fluency
Strong organisational and time management skills, comfortable managing competing priorities and a high volume of deals across a broad portfolio
Self starter with a high level of accountability, drive and commercial acumen