Senior Account Manager in Glasgow

Very Connect builds membership management software - one connected platform covering CRM, payments and renewals, events, communications, member portals and engagement analytics.

Since 2013 we have been refining our solutions around how membership organisations actually operate: professional bodies, trade associations, societies, alumni networks and federations.

Our clients include The FA, the Institute of Telecommunications Professionals, the British Cardiovascular Society and APPLi A.

Our promise to customers is a partnership, not just a platform.

This role is where that promise lives post-sale.

We are now hiring our first dedicated Account Manager to own the customer book with deep, deliberate focus on our top 100.

The Role

You will be the commercial owner of our existing customer base.

That means three revenue responsibilities - relationships, expansion and retention across our top 100 customers - and one listening responsibility: running our CSAT and NPS programmes across all accounts.

You will join a small, growing commercial team, working closely with onboarding, sales and marketing, with a direct line to senior leadership.

Because the function is new, you will help shape how account management works here, not inherit someone else’s playbook.

• 1. Relationships - top 100 customers
• Be the named, trusted point of contact for our top 100 accounts, building relationships across each organisation - membership managers who use the platform daily, the executives who own the budget, and the IT leads who care about integrations and data.
• Build and maintain account plans for key customers, and run a regular cadence of check-ins and structured business reviews.
• Understand each customer’s goals as a membership organisation, not just their configuration, so every conversation is about their outcomes, not our features.
• Be the voice of the customer internally, feeding what you hear into product, onboarding and marketing.
• Identify and develop expansion opportunities across the top 100: plan upgrades, additional features and modules, bespoke development and website projects.
• Build and manage a qualified expansion pipeline with clear forecasting, and take opportunities from first conversation to signed order.
• Expand accounts the way we sell: consultative, transparent on pricing, and grounded in what the customer is trying to achieve - no hard sell.
• 3. Retention and renewals - top 100 customers
• Own the renewal calendar and the renewal number. Start renewal conversations early and run them as value conversations, not invoices.
• Monitor engagement and satisfaction signals, partnering closely with the existing customer support team tracking usage and ticket trends to spot potentially at-risk accounts before they become at-risk and lead the intervention when they do.
• Handle commercial escalations calmly and negotiate renewals within our commercial framework.
• Protect and report on gross revenue retention as a headline number you own.
• 4. CSAT and NPS - all accounts
• Design and run our CSAT and NPS programmes across the whole customer base: survey cadence, distribution, response rates, analysis and reporting to leadership.
• Close the loop - every detractor gets a follow-up and an owner; recurring themes get raised internally and acted on.
• Turn promoters into advocates: work with marketing to develop references, case studies and testimonials from our happiest customers.
• 5. Internal Stakeholder Relationships
• Own each customer’s journey end to end: as part of full account ownership, act as the strategic anchor across key customer transitions.
• Bridge onboarding and business as usual: partner with the onboarding team through go-live so the move into ongoing support is seamless - context, commitments and relationships all carry over with you.
• Manage handovers on bespoke work: when enhancement projects move from Project Managers back to core account management, make sure nothing is dropped and the customer never has to repeat themselves.
• Keep one thread through every function: whoever a customer is talking to - onboarding, support, presales, project delivery or billing - you remain their consistent point of ownership and accountability.
• Build strong working relationships across onboarding, support, product, presales and sales, so you can get the right people onto the right problem quickly.
• What success looks like

You will own a small set of numbers and be measured on them: gross revenue retention and renewal rate across the top 100; expansion revenue and net revenue retention; NPS and CSAT scores and response rates across all accounts; and a growing bench of referenceable customers.

The performance element of the package is tied to these.

About You

Absolute Pre-requisite

6+ years Account Management experience in B2B software or comparable recurring-revenue businesses.

• You have carried a renewal and expansion number and can talk credibly about how you hit it.
• Proven at managing a large book: you can give 100 accounts genuine attention through good prioritisation, account planning and CRM discipline, not heroics.
• Comfortable in the room with anyone from a daily platform user to a CEO or a board - and able to run a business review that executives find worth their time.
• Commercially sharp but relationship-led. You negotiate well, and customers still like you afterwards.
• Organised and data-literate: pipelines, forecasts, survey data and retention metrics hold no fear.
• You are highly skilled in cross-functional collaboration, proactively collaborating with leadership and resource management to ensure timeline and scope feasibility before committing to new project deliverables
• A plain-English communicator, in writing and in person. Communicate to be understood.
• Not a requirement but advantageous: experience with membership organisations, associations or the non-profit sector, or with membership/CRM software.
• #J-18808-Ljbffr