Senior Strategic Account Manager
Role Type: Hybrid (minimum of 2 days in the office per week) Contract: Full-time / Permanent
Reporting to: Michelle Crawford – UK Operations Manager
Job Description: We are seeking a dynamic and customer-obsessed Senior Strategic Account Manager in our Operations and Service organization to drive exceptional client outcomes and sustained revenue growth. In this management role, you will be responsible for a portfolio of key accounts. The position is accountable for helping customers achieve their business goals, reducing attrition, and identifying opportunities for organic growth, upselling, and professional services engagement.
You will be expected to develop a deep understanding of our software platform, its features, and its capabilities. You will serve as a trusted product advocate, helping clients recognize how our solutions can streamline their operations, optimize workflows, and drive measurable business results. By leveraging your product expertise, you will guide customers in maximizing the value of our software, ensuring they can effectively harness ClubWise to achieve greater efficiency, profitability and long-term success.
You’ll be expected to work cross-functionally with teams from Customer Success & Onboarding, Customer Support, and Sales & Marketing to deliver integrated, value-driven solutions that help clients achieve their business objectives. Key responsibilities will include managing strategic pricing initiatives, identifying and executing upsell opportunities, promoting professional services, and developing account strategies that result in organic growth and reduce customer attrition.
The role is ideal for someone who thrives in a collaborative environment, brings a strong sense of ownership, and is motivated by a desire to deliver a differentiated customer experience that maximises retention and expands the lifetime value of our customers. A commission / bonus heavy compensation structure rewards top performers who can consistently deliver on account expansion, customer satisfaction, and team success.
You will be expected to develop a deep understanding of our software platform, its features, and its capabilities. You will serve as a trusted product advocate, helping clients recognize how our solutions can streamline their operations, optimize workflows, and drive measurable business results. By leveraging your product expertise, you will guide customers in maximizing the value of our software, ensuring they can effectively harness ClubWise to achieve greater efficiency, profitability and long-term success.
You’ll be expected to work cross-functionally with teams from Customer Success & Onboarding, Customer Support, and Sales & Marketing to deliver integrated, value-driven solutions that help clients achieve their business objectives. Key responsibilities will include managing strategic pricing initiatives, identifying and executing upsell opportunities, promoting professional services, and developing account strategies that result in organic growth and reduce customer attrition.
The role is ideal for someone who thrives in a collaborative environment, brings a strong sense of ownership, and is motivated by a desire to deliver a differentiated customer experience that maximises retention and expands the lifetime value of our customers. A commission / bonus heavy compensation structure rewards top performers who can consistently deliver on account expansion, customer satisfaction, and team success.
Key Responsibilities
- Revenue Maximisation: Develop and implement strategies to maximize revenue through strategic price increases, upselling, and professional services. Ensure customers are continuously engaged and see the value in our offerings.
- Customer Retention: Focus on retaining customers for life by providing exceptional service and identifying opportunities for upselling additional modules such as prospecting, CRM, campaign manager, booking, diary, app, online joining, and online digital signature.
- Pricing Strategy: Manage and optimize pricing strategies to ensure revenue growth aligns with customer growth. Handle price increases for clubs on contract renewal, managing each case individually.
- Mindset Shift: Drive a cultural shift within the organization to move away from providing services free of charge (FOC) and towards a value-based pricing model.
- Collaboration: Work closely with various departments to ensure seamless service delivery and customer satisfaction.
Competencies
Customer Focus
- Proven ability to build and sustain long-term client relationships that reduce churn and drive revenue growth.
- Skilled at understanding customer business challenges and aligning solutions to maximize value.
- Strong consultative selling and account development capabilities.
Strategic Agility
- Ability to anticipate market trends and customer needs to develop competitive account strategies.
- Experience in designing and executing long-term account plans that align with both customer and internal business goals.
- Demonstrated strategic thinking in cross-functional, complex client environments.
Business Acumen
- Deep understanding of financial drivers of profitability and revenue growth, including pricing models, margins, and ROI.
- Commercially minded with the ability to balance client value and internal targets.
- Knowledgeable about industry trends, competitive landscape, and emerging opportunities.
Negotiating
- Strong negotiation skills to secure upsell, renewal, and pricing agreements that protect margin and value.
- Experience managing complex contract discussions while preserving client relationships.
- Comfortable navigating C-level discussions to reach win-win outcomes.
Drive for Results
- Consistent track record of exceeding revenue, retention, and growth targets.
- Self-motivated and accountable; relentless in pursuit of goals despite obstacles.
- Data-driven mindset; skilled at tracking KPIs and making performance-driven decisions.
Interpersonal Savvy
- Able to build trust and influence across all levels of client and internal stakeholders.
- Culturally aware and tactful in complex, matrixed organizations.
- Strong relationship manager, navigating politics and personalities effectively.
Dealing with Ambiguity
- Comfortable working with incomplete information or shifting priorities in high-value accounts.
- Agile and pragmatic in dynamic customer environments.
- Can maintain clarity and momentum when outcomes are not guaranteed.
Conflict Management
- Proactive in addressing client dissatisfaction or internal misalignment before they escalate.
- Able to mediate competing interests and find balanced resolutions.
- Effective at preserving relationships while confronting difficult issues.
Organizational Agility
- Understands internal structures and informal networks; knows how to navigate to get things done.
- Skilled in aligning internal teams (e.g., finance, delivery, product, legal) to support account objectives.
- Politically savvy in managing both customer and internal expectations.
Problem Solving
- Analytical and solution-oriented, able to break down complex challenges and identify root causes.
- Experience designing tailored solutions and commercial models that address client-specific problems.
- Effective at using data and insights to drive customer retention and satisfaction.
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