Strategic Customer Account Manager, Swapcard

• 5+ years in a Customer Success, Account Management, or hybrid commercial role in SaaS or event technology
• A proven track record managing and growing enterprise accounts, with real commercial ownership: renewals, upsells, and quota
• Strong strategic and consultative instincts — able to move from "how-to" support to trusted advisor
• Excellent project management and the ability to orchestrate cross-functional teams (implementation, onsite, data, solution design)
• Comfort operating in fast-paced, ambiguous, and changing environments
• Willingness to travel regularly across the region, including to industry events and onsite activations
• Fluent English

Desirable

• The Strategic Account Manager (SAM) owns the success and growth of a single enterprise customer across a defined geographic region
• This is an evolution of our Customer Account Manager role: alongside retention and commercial ownership, the SAM is accountable for regional market development — mapping the client's full event ecosystem, discovering net-new divisions and teams, and growing Swapcard's market share within the account
• You will be the strategic advisor and commercial driver for your region, combining deep relationship management, operational discipline, and proactive discovery of new business
• You will work hand-in-hand with Customer Implementation Managers (CIMs), who own technical delivery, so you can focus on strategy, growth, and stakeholder influence
• This is a role for someone who thinks like an owner: equally comfortable running an executive business review, building a regional growth plan, and uncovering the next expansion opportunity on an exhibition floor
• Drive platform adoption and demonstrable ROI across all accounts in your region, post-sale and post-renewal
• Maintain high satisfaction and engagement; anticipate risk through active listening, usage monitoring, and early intervention
• Own detractor and at-risk response (NPS / willingness-to-renew), coordinating outreach and mitigation
• Support renewals, expansion, upgrades, and cross-sells for your regional portfolio
• Build accurate forecasts grounded in client usage and market trends
• Design and monetize add-ons in support of team lead, Marketplace activations, and enhanced services with the client
• Track competitor tools, contract dates, and renewal cycles; maintain a living regional market map as appropriate
• Assess pain points, switching probability, and blockers; quantify and grow market share year over year
• Act as the primary contact and strategic advisor to regional client stakeholders
• Build a multi-level influence network across digital operations, marketing, sales, and leadership
• Maintain a structured engagement cadence: weekly with event teams, monthly with influencers, quarterly with executives, and bi-annual in-person reviews
• Develop comprehensive account plans covering objectives, growth levers, adoption roadmap, and risk mitigation
• Build 90/60/30-day action plans per key event to ensure timely delivery and maximum value
• Define mutual success metrics (KPIs) with each stakeholder group and benchmark against comparable Swapcard events
• Own the strategic deployment of in-scope events; partner with CIMs, who execute delivery plans, to maximize activation
• Jointly own project updates, learnings, and replication of successful practices across the region
• Maintain Gainsight data integrity; document milestones, communications, and account activity weekly
• Provide flexible onsite engagement for high-value moments — exhibitor ROI triage, executive touchpoints, and discovery meetings
• ---What success looks like---
• ---Within your term:
• Year-over-year retention and expansion rate across your regional portfolio
• Number of new divisions discovered and progress to conversion
• Market-share growth within your region
• Operational health of all in-scope events (on-time delivery and satisfaction)
• Forecast accuracy and Gainsight hygiene
• Feedback-loop engagement health and stakeholder sentiment

• Our thorough interview process aims to identify exceptional talent to advance our mission while offering you a chance to explore your career potential at Swapcard
• 1. Screening Interview with a recruiter from our people team
• 2. A remote exercise to demonstrate and assess your skills
• 3. Manager review with your future reporting manager
• 4. Leadership review with one of our department leaders
• 5. Reference check conducted by our people team
• 6. Offer