Account Manager

Job Purpose

The Account Manager will manage and grow a portfolio of SME to mid-market clients, ensuring they get maximum value from MYNDUP and remain long-term advocates.

The role covers the full client lifecycle after sale, from onboarding and engagement to retention and growth, building strong relationships across client organisations, driving product adoption, and identifying upsell, cross-sell and referral opportunities.

Salary: £32,000-£38,000 per annum, depending on experience, plus benefits.

Key responsibilities

Portfolio management and retention

• Manage a portfolio of SME to mid-market accounts, ensuring high retention, growth and client advocacy.
• Proactively identify risks to retention or engagement and develop action plans to resolve them.
• Lead regular account reviews with clients to review progress and agree priorities.

Onboarding and engagement

• Deliver smooth onboarding experiences that engage both client champions and end users.
• Build strong stakeholder relationships across client organisations to maximise product usage and value.
• Share engaging marketing content with clients to strengthen relationships and promote MYNDUP initiatives.

Account growth

• Develop and execute upsell and cross-sell strategies to increase product adoption and client spend.
• Drive referrals from existing clients to expand the portfolio with net new business.

Reporting and value

• Track and report on client engagement, usage and ROI to demonstrate value.
• Keep account information accurate and up to date in the CRM.

Collaboration

• Work closely with Sales on the handover of new clients, and with the UPX team to resolve issues affecting client employees.
• Share client feedback with Product, Marketing and Operations to help improve the platform and service.

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Skills and experience required

• Experience in an account management, customer success or client-facing role.
• Proven ability to build strong relationships with stakeholders at all levels.
• Experience identifying and acting on growth opportunities within existing accounts.
• Confidence using data to track engagement, report on value and spot risks early.
• Excellent written and verbal communication and presentation skills.
• Strong organisational skills and the ability to manage a portfolio of accounts.

Desirable skills and experience

• Experience managing HR, Benefits or People stakeholders.
• Experience in a B2B SaaS, employee benefits or wellbeing business.
• Experience using HubSpot or a similar CRM.
• Experience working in a growing organisation where processes are still being developed.

Behaviours

• Client-focused, with a genuine interest in helping clients get value from MYNDUP.
• Proactive, spotting risks and opportunities early and acting on them.
• Commercially minded, confident having conversations about growth and spend.
• Resilient and solution-focused when dealing with challenges.
• Collaborative, working closely with teams across the business.
• Reliable, organised and able to follow through on commitments independently and in good time.

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How success is measured

Performance in the role may be assessed against:

• Retention client retention and Net Revenue Retention (NRR) against target.
• Engagement client booking and engagement levels across the portfolio.
• Growth account growth (ACV) through expanded usage, such as new sites, subsidiaries or employee populations.
• Client experience client satisfaction and feedback on their experience with MYNDUP.
• Advocacy case studies, testimonials and referrals generated from the portfolio.
• Team contribution sharing knowledge and insight with the wider MYNDUP team.
• Onboarding the effectiveness of onboarding for new clients and their employees.

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*The job description above gives an overview of the role, but the responsibilities listed are not exhaustive. As we grow, the r…