Job Description

Account Manager

Hybrid (minimum of 2-3 days a week from the office)

About the role

As an Account Manager within the Customer Success department, you will own the commercial relationship with a large portfolio of around 700 Cookiebot by Usercentrics customers. Your primary goal is retention: using data to spot customers at risk of churning or downsizing, and reaching out proactively to keep them on board.

This is a purely commercial role. You will not be the first point of contact for technical or general support questions. Customers with those needs will be directed to the right support channels, so you can stay focused on commercial conversations that protect revenue.

Role description

You manage a high-volume portfolio of Cookiebot accounts, using tools and data to detect churn signals early and act on them. You run proactive outreach and save conversations, and you own the renewal process for annual customers, to maximize gross revenue retention and customer lifetime value.

Requirements

Key responsibilities

Revenue retention (core focus)

• Monitor account activity and data across your portfolio to identify churn and downsell risks, such as domain usage changes, downgrades, and domain deletions
• Proactively contact at-risk customers to understand their situation and prevent cancellations or downsells
• Develop and execute standardized save strategies and playbooks that work at scale
• Handle cancellation and downgrade requests commercially, presenting suitable alternatives such as a better-fit plan or adjusted terms
• Reach out to recently churned customers with win-back offers where appropriate

Renewals

• Own the renewal process for customers on annual subscriptions, even where renewal is automatic, reaching out ahead of renewal to confirm value and address concerns early
• Manage the contracting and commercial discussion for annual renewals
• Cover monthly subscribers through data-driven monitoring and targeted outreach when risk signals appear

Targeted upsell as a retention tool

• Where a plan change or additional product is the right fit and helps prevent downsell or churn, position it as part of the save conversation

Account health and data

• Regularly review account health indicators, including domain usage, upgrades, downsells, and domain deletions
• Keep accurate account notes, risk flags, and activity records in Salesforce
• Report on retention trends and share insights on why customers leave or downgrade

Collaboration

• Work closely with Customer Support, Sales, Billing, and Product to ensure a seamless customer experience and pass on customer feedback
• Direct non-commercial inquiries (technical or support-related) to the appropriate support channels and hand them over cleanly

Tools

• Salesforce (primary CRM)

Qualifications & Skills

• Experience: Minimum of 1 to 2 years in Account Management, Customer Success, or Sales, ideally within a B2B SaaS environment. Experience in retention, renewals, or managing a high-volume portfolio is a plus.
• Technology/tool driven: Strong technical aptitude and proficiency in relevant tools and technologies, including CRM systems (Salesforce preferred), and comfort working with usage and account data to spot trends.
• Communication: Exceptional verbal and written communication skills, with the ability to clearly articulate complex concepts to diverse audiences, including in short, persuasive outreach to large numbers of customers.
• Problem solving: Strong analytical abilities to identify why customers are at risk and provide tailored solutions or alternatives.
• Commercial and retention mindset: Confident in save conversations and commercial negotiation, handling objections, and recognizing when an upsell or plan change is the right fit to prevent downsell or churn, while maintaining a customer-centric approach.
• Organization and prioritization: Ability to manage a large portfolio efficiently, prioritizing accounts by risk and revenue impact.
• Collaboration: Proven ability to work cross-functionally with teams such as Product, Sales, and Support to drive customer success and business growth.

Success measures

• Gross revenue retention
• Churn and downsell rate
• ARR saved through save and win-back activity
• Annual renewal rate

Benefits

Include:

• Development Budget for every employee: 800,- EUR / year
• Job-related Language Courses (English, German, Czech, Spanish etc.): 350,- EUR / year
• Hybrid working policy and the possibility to take a workcation (90 days per year from a European country)
• Online yoga sessions
• Massages
• Headspace App
• Events - Team Buildings, happy hours, parties/get togethers, occasional company covered breakfasts/lunches, in/across offices, online/in person etc
• Gifts - We celebrate life & work milestones at UC (work anniversaries, new born babies and similar)
• Snacks, fruits, coffee and drinks in the office

Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Usercentrics we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Why join Usercentrics?