Senior Account Manager, Rebrandly

• This role is ideal for someone with a builder's mindset: you'll create processes from scratch, establish best practices in an evolving landscape, and thrive in the ambiguity that comes with rapid growth
• You’re a proactive, solution-oriented professional who thrives on building strong relationships and delivering customer value
• Comfortable wearing many hats, you excel in fast-paced, growth environments and have hands-on experience building a Customer Success function in a startup setting
• You have excellent communication and problem-solving skills, strong interpersonal abilities, and an innate curiosity and empathy that make you a natural problem solver
• You’re motivated by your customers’ success and bring adaptability, initiative, and drive to every challenge
• 3+ years of senior level experience in account management, customer success, or a similar client-facing role within the SaaS (MarTech preferred)
• A proven track record of exceeding revenue targets and driving account growth
• Strong communication and interpersonal skills, both written and verbal
• Exceptional relationship-building and negotiation abilities
• Experience managing multiple clients and projects simultaneously while maintaining high attention to detail
• Results-oriented mindset with a focus on achieving and exceeding goals
• Proficiency in CRM platforms (Salesforce, HubSpot, etc.) and data analysis tools
• Grit, curiosity, humour, and a natural desire to learn and grow
• Ability to thrive both independently and as part of a collaborative team

Desirable

• As a Sr. Account Manager at Rebrandly, you will be our customers' primary point of contact, ensuring they have an exceptional experience throughout their lifecycle - from onboarding to long-term engagement and expansion
• Your role in sales is to grow and expand ARR by optimizing customer value, nurturing trust and credibility, maximizing satisfaction, and identifying growth opportunities
• You will work cross-functionally to deliver strategic solutions that align with customers’ needs and drive the overall success of Rebrandly
• You'll be working directly with key stakeholders both internally and externally, making decisions that directly impact our trajectory as a market leader
• Collaborate closely with Support and Sales teams to translate customer insights into targeted retention initiatives and strategic account expansion plans
• Analyse product usage, lifecycle engagement, and campaign performance to uncover trends and opportunities across customer cohorts
• Identify early indicators of churn and upsell potential using customer health and behavioural data
• Build and maintain dashboards with analytics partners to visualise customer success metrics and inform strategic decisions globally
• Achieve or exceed assigned revenue targets through renewals, upsells, and cross-sells
• Develop and execute account maps with plans that support growth and identify potential risks
• Negotiate contract renewals and pricing adjustments to ensure mutual benefit
• Track and analyse key account metrics, such as usage, engagement, and ROI, to identify trends and areas for improvement
• Proactively manage and report on account opportunity status and quota achievement in company CRM to ensure forecast accuracy and transparency - Salesforce, Gong, etc
• Develop and maintain strong relationships with assigned customers through regular communication, meetings, and check-ins
• Understand customers' goals, challenges, and use cases for Rebrandly's platform
• Proactively identify opportunities to expand Rebrandly’s product footprint within an account, including usage, upselling additional features, and driving the adoption of new products
• Act as the primary point of contact for customers, addressing inquiries, resolving issues, and providing timely support
• Advocate for customer needs internally, collaborating with other departments to ensure a positive customer experience
• Gather feedback from customers to identify opportunities for product enhancements and improvements
• Work closely with sales, marketing, and product teams to align on customer value delivery
• Develop and execute a comprehensive education program to empower customers
• Create scalable learning resources (webinars, workshops, documentation) tailored to diverse regions, languages, and learning styles
• Collaborate with Product, Marketing, and Customer Success teams to ensure content is aligned with product updates, customer needs, and industry best practices
• Measure the impact of educational initiatives on customer adoption, expansion and retention
• Stay informed about industry trends, competitor offerings, and emerging technologies in the link management space
• Share insights and knowledge with internal teams to drive innovation and maintain a competitive edge