Account Manager in Manchester

Reports to

Head of Account Management & Customer Success.

Citrus Lime

Citrus-Lime is a fast-growing Saa S business providing Cloud POS—an end-to-end retail
system specifically designed for independent retailers in the Cycle, Equestrian, and
Outdoor sectors.

Our platform integrates EPOS, Stock Control, Ecommerce, Supplier
Data, Payments, Reporting, and more, helping retailers streamline operations, improve
customer experiences, and grow sustainably.

We are profitable and financially strong, processing over £750 million in customer
revenues annually.

Since launching in 2018, we’vetransformed independent Cycle
retail in the UK and are now expanding rapidly into Outdoor and Equestrian sectors.

Our
next phase of growth is international, focusing on the USA, Canada, and Australia.

Our mission is to double our turnover in the next five years, witha strongemphasis on
international expansion.

As we scale, strong financial control, performance reporting,
and commercial insight are critical to supporting our sustainable growth.

Role Overview

The Account Manager is responsible for the health and growth of Citrus-Lime’s existing customer relationships.

This means keeping retailers engaged, supported and confident in the platform, as well as identifying opportunities to grow revenue through stronger product adoption.

At Citrus-Lime, retailer success and our own commercial success are directly linked, and the Account Manager is central to that.

This role requires consistent, proactive engagement with assigned accounts regardless of whether a commercial opportunity is present.

A retailer who feels well supported is more likely to grow with us.

Genuine curiosity about how customers are running their businesses, and a commitment to being present and useful throughout the relationship, are as important as commercial output.

Key Responsibilities

• Maintain regular, proactive contact with all assigned accounts in line with agreed engagement frequency guidelines, including when there is no active sales opportunity.
• Act as the day-to-day point of contact for assigned customers, managing inbound queries, issues and concerns with ownership and appropriate urgency.
• Create, deliver and partner with customers on monthly, quarterly and annual reporting calls.
• Identify and progress upsell opportunities across the product portfolio, including Ecommerce and Citrus Pay, through planned outreach campaigns.
• Own the recommitment process for assigned accounts, ensuring renewals are handled proactively and on time.
• Record all customer activity, opportunities and follow-ups in Dynamics CRM inline with company standards, maintaining accurate and up-to-date records at all times.
• Progress opportunities through the pipeline with clear next steps, scheduled follow-ups and closed reasons recorded when opportunities are no longer viable.
• Achieve a minimum of 80% MRR attainment against target on a consistent basis.
• Liaise and coordinate directly with other Citrus-Lime cross-functional teams including among others Support, Digital Marketing and SEO for effective account partnership.
• Behavioural Commitments

The person in this role commits to

• Engaging with customers consistently and with genuine interest, not only when a commercial opportunity is present.
• Treating every customer interaction as an opportunity to understand the retailer’s business more deeply.
• Driving commercial conversations where appropriate, without making every conversation commercial.
• Being passionate about data and being able to effectively present this to customers.
• Keeping CRM accurate and up to date as a matter of professional standard, not compliance.
• Following up on what was promised, when it was promised.
• Raising issues or risks on accounts early rather than allowing them to compound.
• Operating with honesty and directness in both customer and internal conversations.
• What Success Looks Like (12 Months)
• Assigned accounts are contacted regularly and in line with engagement guidelines throughout the year, not only when a deal is in progress.
• Customers describe the Account Manager as reliable, present and genuinely interested in their business.
• Account Manager is able to manage and drive account expansion for Diamond, Gold and Silver accounts by acting as the dedicated Project Manager with cross functional teams at Citrus-Lime.
• A healthy pipeline of progressed opportunities is consistently visible in CRM.
• MRR attainment is at or above 80% on a consistent basis.
• Assigned accounts show measurable growth in product adoption over the year.
• Recommitments are completed proactively, with no avoidable losses.
• CRM records are clean, current and trusted by the wider team.

What’s in it for you?

• Position based in Manchester City Centre.
• £35,000 – £40,000 a year, plus uncapped commission (avg. ~£10k/yr).
• We highly value learning and will invest in your development.
• Progress and performance are consistently recognised and rewarded.
• Regular 1:1 meetings with line manager and annual pay reviews.
• Build long-term, rewarding relationships with your customers.
• A fantastic opportunity with an ambitious growth company.
• Uncapped commission structure.
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