Account Manager in London

About Zelt
Zelt is building the first unified employee platform that brings together HR, payroll, IT, onboarding, and automation into one seamless system. We’ve been recognised by G2 as a High Performer across HR and Payroll, the only European vendor with that status, and we’re expanding fast.

Why this role:
This is a unique opportunity to join Zelt at a moment of strong market traction and customer momentum. Demand for a unified HR, IT, and Payroll platform is accelerating, and Zelt works with high-quality, forward-thinking organisations that see people operations as a strategic function, not an afterthought.

In this role, you’ll sit at the heart of the business owning customer relationships from the moment a deal closes and turning sales conversations into real, successful outcomes. You’ll be the key connector between Sales, Implementation, and the customer. Shaping scope, aligning expectations, and steering projects through complexity with confidence. Part strategist, part problem-solver, you’ll ensure customers see value fast, feel supported at every step, and grow with the product over time. Driving renewals, spotting expansion opportunities and playing a direct role in the company’s long-term success.

Reporting directly to the Co-Founder and Chief Product Officer, this role offers rare proximity to product decision-making and company strategy. You will act as the voice of the customer internally, translating real-world feedback into insights that directly shape onboarding, adoption, and product priorities. Beyond individual accounts, you will help define and continuously improve how Zelt approaches onboarding, customer experience, and account management as the company scales.

This is a role with genuine ownership and impact. You will partner with thoughtful, engaged customers who choose Zelt as a long-term platform, collaborate closely with Product, and play a direct role in retention, expansion, and sustainable revenue growth. As Zelt continues to grow, this role offers the opportunity to take on broader responsibility and help shape the future customer function.

Tasks:

• Customer onboarding and experience:
  Take ownership of new customers from Sales and manage the post-signature handover. Prepare and coordinate customer onboarding, including timeline management and internal alignment with Implementation and Product teams. Act as the primary point of contact for customers throughout their lifecycle. Conduct post-onboarding interviews and gather structured customer feedback. Run quarterly check-ins with clients to review usage, outcomes, and upcoming needs.
• Product collaboration and feedback loop:
  Translate customer feedback and requirements into clear insights for the Product team. Work closely with Product to improve onboarding, adoption, and overall customer experience. Identify recurring themes and opportunities to improve processes, documentation, and product features.
• Account growth and revenue expansion:
  Consult with customers to understand their HR, IT, Finance, and workforce management needs using a solutions-based approach. Identify upsell opportunities, cross-sell additional modules, and manage contract renewals. Build and manage a pipeline of expansion opportunities within existing accounts. Deliver new ARR through account expansion and product upgrades.
• Pipeline and performance management:
  Proactively manage and forecast a robust pipeline across assigned accounts. Own customer reporting, billing metrics, and commercial performance tracking. Partner with Sales and Finance to ensure accurate forecasting and renewals.

Requirements:

• Excellent communication and stakeholder management skills, including engagement with client stakeholders.
• Experience in account management, customer success, or consultative sales, ideally in a SaaS environment.
• Strong ability to work cross-functionally with Product, Sales, and Customer Experience teams.
• Commercially minded. Bonus points if you have a track record of growing and retaining existing accounts.
• Self-driven, growth-minded, and comfortable operating with a high level of ownership and autonomy.
• Positive, can-do attitude with a strong sense of accountability.
• Solutions-based mindset with the ability to think beyond standard approaches and tailor outcomes to customer needs.
• Creative and pragmatic problem-solver who is comfortable thinking outside the box while staying commercially grounded.
• Structured, analytical, and comfortable working with data, reporting, and metrics.