Account Manager in Guildford

About BusinessOptix

BusinessOptix is the AI-powered process intelligence platform for organisations serious about transformation — used by SS&C, Cap Gemini, Lenovo, Elsevier and MIT, and recognised by Gartner, Forrester, and NelsonHall. Our customers don't just buy seats. They embed BusinessOptix into how they map, mine, model, and improve operations across the enterprise — which is why every account we win has years of growth in front of it.

Role Overview

The Account Manager owns the commercial growth of our existing customer base. This is not a new-logo role. Your portfolio is the customers we've already won — and your job is to make every one of them bigger, healthier, and longer-tenured than they were when you took them on. You will act as the trusted commercial advisor across a portfolio of existing accounts, owning renewals, expansion, and the strategic account plan. You sit alongside our Revenue Administration to ensure timely billing, Customer Success Managers (who own adoption and outcomes) and Solutions Engineers (who own technical depth), and you are the person on the hook for the number. Interact with new business Sales team as commercially large sales opportunities appear.

Reports to: VP Customer Success, Mentors from Sales and other Customer Success team members.

Key Responsibilities

• Own the Account Relationship
  • Act as the trusted advisor to senior stakeholders across a specific customer portfolio— economic buyer, sponsor, and leadership team.
  • Establish a consistent engagement cadence: quarterly business reviews, half-yearly executive reviews, and a regular commercial rhythm with the customer's leadership team.
  • Build and maintain a strategic account plan for each customer covering org map, value delivered to date, planned expansion, risks, and the next 12 months of joint priorities.
  • Provide clear, regular updates to internal stakeholders — Sales, Customer Success, Marketing, Product, and the leadership team — on account status, risks, and opportunities.
• Drive Renewals and Net Revenue Retention
  • Own the renewal forecast for your portfolio.
  • Treat the renewal conversation as the result of a year of value delivered, not a 90-day procurement scramble.
  • Identify churn and downgrade risk 6+ months before renewal; build mitigation plans with Customer Success, Solutions, and the customer's executive sponsor.
  • Negotiate multi-year renewals where the value case supports it — protecting price, term, and commercial structure.
  • Hit and exceed Gross Revenue Retention and Net Revenue Retention targets across the assigned portfolio.
  • Work alongside Revenue administration to identify improvements for the process and systems to support renewals and client management.
• Grow the Footprint — Cross-Sell, Up-Sell, Expand
  • Identify and qualify expansion opportunities across new business units, new use cases (e.g., compliance, M&A integration, intelligent automation, operating-model design), and new personas (Risk, COO, Transformation, IT).
  • Build expansion business cases anchored in the customer's transformation agenda — not in our product roadmap.
  • Run the full sales motion on expansion deals: discovery, demo coordination, commercial proposal, mutual close plan, negotiation, signature.
  • Partner with Marketing on targeted ABM programs that surface new buying centers within existing accounts.
• Partner with Customer Success and Solutions
  • Stay tightly aligned with the assigned Customer Success Manager — they own adoption and outcomes; you own the commercial relationship and the number. The customer should never feel handed off.
  • Pull in Solutions Engineers early on technical scoping and to validate expansion use cases before they become commercial proposals.
  • Drive deployment, adoption, and value realisation in partnership with CS — make sure the value the customer is paying for is actually being delivered.
  • Monitor account health (adoption, sentiment, executive engagement, outcome attainment) and intervene fast when any indicator slips.
• Be the Voice of the Customer Internally
  • Bring back commercial signal to Product and Marketing — what is selling, what is blocking expansion, what features customers will pay more for.
  • Source customer references, case studies, peer-to-peer reference calls, and speaker spots — every existing account should be a credible reference within 12 months.
  • Flag risks and opportunities early in the leadership team's account review cadence; never surprise the team with a renewal that was always going to be hard.

How Success Is Measured

The Account Manager carries the number. The metrics below are the ones we will review monthly, quarterly, and at renewal review.

• Outcome: Retention — Gross Revenue Retention across portfolio ≥ 95%
• Outcome: Growth — Net Revenue Retention across portfolio ≥ 120%
• Outcome: Growth — Expansion ARR closed per year per assigned quota.
• Forecast accuracy on renewals (within ±5%) ≥ 90% of quarters.
• % of renewals signed as multi-year ≥ 50%.
• Strategic account plans current, every account — 100%.
• Reference activations per account per year ≥ 2.

What You’ll Bring

Required Experience

• 5+ years in B2B SaaS Account Management, Strategic Sales, or quota-carrying Customer Success — owning renewals AND expansion against a number.
• Demonstrated track record growing existing enterprise accounts (>$250K ARR) — examples of customers you doubled or tripled in spend over multi-year tenure.
• Direct experience selling into one or more of: process intelligence, process mining, BPM, RPA, intelligent automation, operational transformation, or operating-model design.
• Comfort running commercial conversations with senior buyers — COO, CFO, Chief Transformation Officer, Head of Operational Excellence, Head of Procurement.
• Experience working in or selling into financial services, healthcare, manufacturing, BPO, or large consulting firms.

How You Work

• You think commercially first. Every customer interaction has a hypothesis, a next step, and a dollar value attached.
• You forecast accurately. Your renewals don't slip into the next quarter and your expansion deals don't surprise the leadership team.
• You build account plans you actually use. Not slideware — living documents that drive your week.
• You partner well. CSMs trust you not to undermine adoption work for a short-term commercial win; SEs trust you not to over-promise on technical scope.
• You disagree well — with customers, with sales leadership, with product — because you've earned the trust to do so.

Nice to Have

• Prior experience as a process improvement practitioner inside an enterprise (BA, COE, transformation lead) before moving into vendor-side commercial roles.
• Familiarity with adjacent platforms (Celonis, Signavio, ARIS, Bizagi, iGrafx) and how BusinessOptix differs.
• Working knowledge of major automation ecosystems (UiPath, Blue Prism, Automation Anywhere, Power Automate).
• Experience running ABM programs in partnership with marketing.

Why You’ll Love This Role

• You inherit real customers — not a cold patch. The accounts you manage are already deployed, already paying, and already seeing value. The growth conversation starts from yes.
• You own a number that matters. NRR and GRR sit on the company scorecard. Hit your targets and the leadership team will know exactly who delivered them.
• You partner with strong CS and SE counterparts. You will not be carrying technical depth or adoption work alone — but the commercial outcome is yours.
• Real strategic accounts. Global financial institutions, healthcare systems, top-tier consultancies and BPOs running mission-critical transformations on our platform.
• Compensation that rewards growth. Competitive base + commission tied to NRR, GRR, and expansion ARR. Equity participation for senior hires.

Work Location

BusinessOptix supports a hybrid work environment. Specific work schedules and locations are established by employees and their managers. The company will establish a primary business office for each position and may change that location for any reason.

Compensation and Benefits

BusinessOptix offers a competitive compensation and benefits program including medical and retirement programs along with paid time off and paid holidays.

Equal Opportunity Employer

BusinessOptix provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.