Job Description

Own retention, expansion, and strategic growth across an assigned portfolio of existing Squiz customers. This is a customer account management role focused on existing customers. Drive product adoption, renewal, and upsell/cross-sell opportunities through trusted advisor relationships with customer stakeholders.

Key Responsibilities

Customer Retention & Growth

• Own a portfolio of existing Squiz DXP and Funnelback customers
• Drive renewals, upsells, cross-sells, and contract expansions
• Identify growth opportunities within existing accounts (additional modules, new sites, professional services)
• Build and execute account plans aligned to customer business outcomes
• Track account health metrics (NPS, product usage, engagement)

Relationship Management

• Act as primary point of contact for assigned accounts post-sale
• Build trusted advisor relationships with Marketing, IT, and Executive stakeholders
• Conduct regular check-ins (QBRs, monthly calls, strategic reviews)
• Navigate complex stakeholder maps across large organizations
• Advocate for customer needs internally and coordinate Squiz resources

Adoption & Value Delivery

• Ensure customers achieve outcomes and realize ROI from Squiz products
• Drive product adoption through training, enablement, and success planning
• Collaborate with Customer Care and Professional Services to resolve blockers
• Monitor usage data and proactively address underutilization
• Champion customer success stories internally and externally

Commercial Responsibility

• Own revenue targets for your portfolio (retention + expansion)
• Negotiate contract renewals and expansion agreements
• Forecast accurately and maintain pipeline hygiene in HubSpot
• Collaborate with Sales on complex expansions or multi-product opportunities

Skills & Experience Required

Essential

• 3+ years in account management, customer success, or client services role (SaaS or technology preferred)
• Proven track record driving retention and expansion revenue
• Strong relationship-building skills with Marketing and IT stakeholders
• Commercial acumen: comfortable with contracts, pricing, negotiations
• Excellent written and verbal communication
• CRM proficiency (HubSpot, Salesforce, or similar)
• Self-directed and highly organized

Desirable

• Experience with DXP, CMS, or Martech products
• Background in technology, professional services, higher education, or government sectors
• Understanding of content management, personalization, or search technologies
• Experience managing enterprise accounts (200+ staff)

Competencies

• Customer-first mindset: Deep empathy for customer challenges and outcomes
• Strategic thinking: Can connect product capabilities to business goals
• Consultative approach: Advises rather than just responds
• Commercial drive: Balances customer success with revenue responsibility
• Collaboration: Works across internal teams to deliver customer value
• Resilience: Handles churn risk, escalations, and tough conversations with professionalism

What This Role Is Not Responsible For

This is a customer account management role focused on existing customers. You will not be responsible for Cold outbound prospecting, Top-of-funnel lead generation or Market research for prospecting. Those responsibilities sit with our Sales Development Representatives (SDR) for new business. Your focus is on growing and retaining revenue within your existing portfolio through trusted advisor relationships.

What We Offer

• Competitive base salary + performance-based incentives
• Comprehensive onboarding and ongoing product training
• Squiz Academy access and professional development budget
• Work with leading organizations across government, education, and professional services
• Collaborative, customer-obsessed team culture
• Flexible working arrangements

Benefits

Squiz helps complex, service-led organisations harness the power of digital, improving the services they offer online.

Founded in 1998, Squiz grew during the rise of the internet. Since then, we have evolved from a simple web content management system into a full digital experience platform (DXP), helping customers make the shift from being content managers to experience creators.

The Squiz DXP brings together content, search, data and applications in one place. To get the most out of the platform, customers can collaborate with our digital experts to design solutions and adapt as demands change.

We are headquartered in Australia, with teams and customers across the globe, and offices in New Zealand, the United States, the United Kingdom and Poland.