Account Manager / Client Success Manager
Job summary
The Account Manager is responsible for ensuring that existing clients, customers, partners, and institutional accounts continue to generate value after the first sale. This role exists to protect revenue already won, increase repeat business, identify upsell and cross-sell opportunities, and ensure that relationships do not become dormant after initial engagement. The Account Manager is accountable for: • Client retention • Repeat revenue • Account growth • Customer satisfaction • Upsell and cross-sell conversion • Renewal and re-engagement opportunities This is not a passive customer service role. It is a revenue protection and revenue expansion role.
Job descriptions & requirements
Functional Scope and Revenue Linkage
Core Functional Scope
The Account Manager manages relationships after acquisition. Once a customer, client, institution, or partner has entered the system, this role ensures the relationship is properly nurtured, tracked, serviced, and expanded.
The role covers:
- Client onboarding
- Relationship management
- Retention monitoring
- Renewal tracking
- Upsell and cross-sell identification
- Feedback collection
- Client issue escalation
- Account performance reporting
The Account Manager ensures that no client relationship is abandoned, underutilised, or lost due to poor follow-up.
Revenue Linkage
This role contributes to revenue by converting one-time customers into repeat customers and existing accounts into larger accounts.
The Account Manager is directly linked to:
- Repeat purchases
- Renewals
- Upsells
- Cross-sells
- Referral opportunities
- Long-term account value
The role protects revenue by reducing churn and expands revenue by increasing the value of each client relationship over time.
Key Responsibilities
Client Onboarding and Relationship Transition
The Account Manager is responsible for ensuring that every new client is properly transitioned from sales into delivery and relationship management.
This includes confirming:
- What was sold
- What was promised
- What the client expect
- What internal teams must deliver
- What timeline applies
- What future opportunities may exist
The Account Manager must prevent the common failure where sales closes a deal but delivery, communication, or relationship management becomes unclear.
Client Retention and Satisfaction Management
The Account Manager must maintain structured communication with existing clients to ensure that they remain satisfied, engaged, and commercially active.
This includes:
- Scheduling regular client check-ins
- Monitoring satisfaction levels
- Identifying concerns before they become complaints
- Escalating delivery issues early
- Ensuring clients receive the value they paid for
Retention is not measured by friendliness. It is measured by whether clients continue to buy, renew, refer, or expand their engagement
Upsell and Cross-Sell Development
The Account Manager must actively identify additional revenue opportunities within existing accounts.
This includes identifying whether a client can purchase:
- Additional services
- Higher-value packages
- Related products
- Training or advisory services
- Logistics, finance, marketing, or operational support
- Group, corporate, or institutional oNerings
The Account Manager must understand the wider service ecosystem well enough to recognise where a client’s needs match available solutions.
Renewal and Repeat Business Management
The Account Manager is responsible for tracking all clients with renewal, repeat purchase, or re-engagement potential.
This includes:
- Maintaining a renewal calendar
- Contacting clients before expiry or inactivity
- Structuring renewal proposals
- Coordinating with sales where necessary
- Ensuring repeat revenue opportunities are not missed
A key expectation of this role is that clients do not disappear after a first transaction.
Client Issue Resolution and Internal Coordination
The Account Manager acts as the client-facing owner of post-sale relationship quality. Where problems arise, the Account Manager must coordinate with internal teams to ensure timely resolution.
This includes:
- Clarifying client complaints or concerns
- Assigning internal follow-up
- Monitoring resolution timelines
- Communicating progress to the client
- Protecting the commercial relationship during service challenges
The Account Manager does not replace operations or delivery teams, but ensures that client confidence is maintained.
Account Planning and Growth Strategy
For high-value accounts, the Account Manager must develop account growth plans.
Each account plan should identify:
- Current revenue from the client
- Potential future revenue
- Decision-makers and influencers
- Relationship risks
- Expansion opportunities
- Next commercial action
The purpose is to treat important accounts as assets that must be grown deliberately.
Feedback, Market Intelligence, and Product Improvement
The Account Manager must collect structured feedback from clients and share insights with relevant internal teams.
This includes feedback on:
- Pricing
- Service quality
- Product fit
- Client needs
- Competitor activity
- Missed opportunities
- Client status
- Communication history
- Renewal dates
- Upsell opportunities
- Complaints or unresolved issues
- Revenue history
- Next actions
- Completed client check-ins with active accounts
- Identification of upsell or cross-sell opportunities
- Follow-up on pending renewals or repeat purchase opportunities
- Resolution tracking for client issues
- Updated CRM records for all managed accounts
- Submission of account performance summary
- Which accounts are active
- Which accounts are at risk
- Which accounts have expansion potential
- Which accounts are expected to generate revenue soon
- What action has been taken to move each account forward
- Repeat revenue generated from existing accounts
- Upsell or cross-sell revenue generated
- Reduction in dormant or inactive accounts
- Improvement in client satisfaction indicators
- Identification of accounts requiring leadership intervention
- Increased account value across priority clients
- Reduced churn or client inactivity
- Stronger renewal pipeline
- Increased cross-sell penetration
- Development of structured account growth plans for key accounts
- Referral or introduction opportunities generated through satisfied clients
- Client retention rate
- Repeat revenue generated
- Upsell revenue generated
- Cross-sell revenue generated
- Renewal conversion rate
- Client satisfaction score or feedback rating
- Number of dormant accounts reactivated
- Average revenue per account
- Number of referrals or introductions generated
- Time taken to resolve client issues
- Accuracy and completeness of CRM records
- Review all existing client and customer records
- Segment accounts by value, potential, risk, and activity level
- Identify dormant or under-managed accounts
- Create a priority account list
- Establish communication with key accounts
- Set up a renewal and follow-up tracker
- Re-engage dormant or inactive accounts
- Resolve outstanding client issues
- Identify upsell and cross-sell opportunities
- Begin structured renewal conversations
- Coordinate with internal teams on delivery concerns
- Start producing weekly account performance reports
- Develop account growth plans for priority accounts
- Close renewal, upsell, or cross-sell opportunities
- Establish a regular client review rhythm
- Generate referrals or introductions from satisfied clients
- Provide structured feedback to sales, marketing, and operations teams
- Commercial Lead
- Sales Manager
- Sales Executives
- Partnerships Manager
- Programme Manager
- Operations Coordinator
- CRM & Growth Operations Manager
- Finance Manager, where payment tracking is required
- Manage assigned client relationships
- Conduct routine client review meetings
- Identify and propose upsell or renewal opportunities
- Escalate delivery issues aNecting client satisfaction
- Recommend account growth actions
- Existing clients are lost due to poor follow-up
- Clients become inactive without clear recovery eNorts
- Renewal opportunities are missed
- Upsell and cross-sell opportunities are not identified
- Client complaints are not escalated or resolved in time
- CRM records are incomplete or unreliable
- Existing accounts do not generate measurable repeat or expansion revenue
- The role becomes reactive customer service instead of proactive revenue expansion
- 3–6 years of experience in account management, client success, relationship management, sales, or business development
- Demonstrated experience managing client relationships with revenue responsibility
- Experience working with CRM systems or structured client tracking tools
- Proven ability to retain clients and grow account value
- Experience in multi-service, B2B, training, advisory, financial services, logistics, consumer products, or institutional account environments is an advantage
- Strong relationship management skills
- Commercial awareness and revenue orientation
- Ability to identify upsell and cross-sell opportunities
- Excellent communication and follow-up discipline
- Problem-solving and issue resolution ability
- CRM and reporting discipline
- Ability to coordinate across internal teams
- Confidence in managing client expectations
- Ability to convert relationship goodwill into measurable revenue
- Highly structured and organised
- Proactive rather than reactive
- Comfortable with revenue targets
- Disciplined in follow-up and documentation
- Able to balance client satisfaction with commercial outcomes
- Persistent in recovering dormant opportunities
- Clear and professional in communication
- Focused on measurable outcomes rather than casual relationship maintenance
- Base salary
- Performance incentives tied to repeat revenue, renewals, upsells, and crosssells
- Additional: Incentives should reward measurable revenue expansion from existing relationships, not general client interaction.
- Evidence of managing and growing client accounts
- Ability to describe how they retained or expanded past client relationships
- Understanding of renewal, upsell, and cross-sell processes
- Experience working with performance metrics
- Ability to produce structured account plans
- Communication quality and follow-up discipline
- Commercial judgement
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