Account Manager, SMB

WHAT YOU’LL DO

Team overview

The Braze ANZ Account Management team drives commercial growth and retention across our existing customer base. In this role you will own a high volume portfolio of SMB and startup customers, operating as a commercial partner who helps them mature their use of Braze and convert that maturity into growth. Success comes from breadth, rhythm and velocity: knowing your book well enough to spot where value is stalling and where the next opportunity sits.

Responsibilities

• Own a high volume portfolio of SMB and startup customers across ANZ, with full accountability for renewal, upsell and cross sell
• Prioritise ruthlessly across the book, directing time and executive attention to the accounts where growth or risk is most material
• Run a high velocity commercial motion, moving a steady flow of renewal and expansion deals through to close efficiently
• Generate your own expansion pipeline through usage analysis, whitespace mapping and maturity assessment, and capture upsell opportunities as customer consumption grows
• Build durable, multi-threaded relationships across marketing, CRM and digital leadership, the C-suite and founders
• Partner with Customer Success and Partners to run account plans and business reviews that connect Braze performance to customer outcomes
• Develop strategic commercial proposals and lead renewal and expansion negotiations to close
• Identify retention risk early using adoption signals, account health and stakeholder change
• Achieve and exceed quarterly expansion and retention targets
• Maintain accurate forecasts with a clear view of deal progression, risk and timing
• Build repeatable plays that hold across a larger book rather than one off approaches
• Lead customer meetings virtually and in person, with regular domestic and occasional international travel

WHO YOU ARE

You are a commercially minded Account Manager who thrives on running a busy, fast moving book and knows where the growth is hiding in it. You have a proven record of expanding SaaS accounts, you are comfortable owning a number across a high volume of customers and deals, and you work well across functions.

Requirements

• 3+ years of experience in SaaS sales, account management or similar, with demonstrated success driving revenue growth and retention
• Experience owning SaaS customer relationships end to end, including accountability for renewals, upsell and expansion
• Experience managing high volume portfolios with annual contract values from 30K to 150K
• Proven track record of consistently exceeding commercial targets in fast paced, high growth environments
• Demonstrated ability to build relationships and sell value to marketing, CRM and digital stakeholders, as well as C suite executives and founders
• Experience in the Martech, Adtech or broader CX space is highly regarded, including CRM, marketing automation, customer analytics, email or content marketing
• Excellent collaborator with a proven ability to work across Customer Success, Services, Marketing, Partnerships and Sales
• Exceptional communicator, a confident presenter, persuasive writer and trusted relationship builder with strong verbal, written and numerical fluency
• Strong organisational and time management skills, comfortable managing competing priorities and a high volume of deals across a broad portfolio
• Self starter with a high level of accountability, drive and commercial acumen