The RoleReporting to the Senior Director of Account Management, you will own a portfolio of customers across the United States, building strong, long-lasting relationships while maximizing the value derived from Netcraft's services. You'll drive renewals, identify expansion opportunities, and become a trusted advisor to stakeholders at every level.
This is an opportunity to join a growing Account Management team where you'll have meaningful ownership, direct customer impact, and the chance to help shape how Netcraft engages and grows its customer base.
Day to day, you will:- Manage a book of corporate and SMB customers spanning multiple industries (e.g. technology, financial services, retail), adapting your engagement approach to the size, complexity, and strategic value of each account.
- Utilize automation and high-efficiency processes to effectively manage a large book of business while delivering high-touch engagement where it matters most.
- Serve as the long-term customer relationship manager, driving customer retention, renewals, and expansion opportunities throughout the life of each partnership.
- Meet regularly with customers, both in person and remotely, building relationships across technical, operational, and executive stakeholders.
- Understand customer requirements, objectives, and business priorities, becoming the customer's voice internally to help prioritize service improvements and product enhancements.
- Proactively identify opportunities to expand Netcraft's services based on a strong understanding of each customer's business, security challenges, and the evolving cybercrime landscape.
- Develop customer knowledge of Netcraft's services, present service performance results, and confidently respond to customer questions.
- Provide customers with Netcraft's insights into the cybercrime threat landscape as it applies to their business and industry.
- Own the customer renewal and upsell process internally, partnering cross-functionally to ensure successful execution and alignment.
- Work in line with Netcraft's hybrid working policy, with office attendance on Tuesday, Wednesday, and Thursday and flexibility on Monday and Friday.
You Will Need:- Proven success managing a commercial book of business with responsibility for customer retention, renewals, and revenue growth.
- Strong achievement against personal renewal targets (92%+) while consistently identifying and delivering expansion opportunities.
- Excellent written, verbal, analytical, and presentation skills, with the ability to tailor communication to technical, operational, and executive audiences.
- Experience building trusted relationships with customers and serving as a strategic advisor throughout the customer lifecycle.
- Experience managing a large portfolio of corporate and/or SMB customers, prioritizing account activity based on business value while leveraging CRM and account management tools to operate efficiently at scale.
- At least two years of experience managing a commercial book of business while delivering strong renewal and expansion outcomes.
- Self-motivation, determination, resilience, and a positive, solutions-focused approach.
- Strong ability to collaborate cross-functionally and cross-geographically to deliver outstanding customer outcomes.
- Comfortable presenting to senior stakeholders and translating technical concepts into business value.
- Previous cybersecurity or SaaS experience is preferred but not required. Most importantly, you'll have a genuine interest in learning about cybercrime, internet security, and threats such as phishing and malware.
The Rewards Package:- 33 days vacation - includes national holidays which can be worked if you prefer
- Generous enhanced family leave and pay
- Enhanced sick pay, increasing with length of service
- Equity Tracking Units allowing you to share in Netcraft's long term success (eligibility criteria apply)
- Hybrid and flexible working options
- 401(k) Safe Harbor Plan with employer match
- Comprehensive private health cover, including medical, dental, vision and life insurance
- Meals, snacks, and drinks provided in the office
- Two paid Learning & Development days per year plus access to learning resources such as Udemy and Coursera to support your career
- Two Volunteering Days per year, to allow you to contribute to your wider community or charity
- Spot reward bonus scheme to reward truly outstanding contributions
- Employee Referral Bonus scheme
Please note: Netcraft does not accept unsolicited approaches from external recruiters.
