Key Account Manager in at SupportNinja

Start Date: ASAP

Work Set Up: Remote/WAH

Type of Contract: Full Time

Salary: Euro 80,000/year

The Key Account Manager is responsible for managing strategic customer relationships, supporting customer retention and expansion activities, overseeing account performance, and driving long-term account growth across a portfolio of high-value customer accounts. This role partners closely with Operations, Service Delivery, Revenue Operations, and leadership teams to support customer satisfaction, operational alignment, renewal management, and revenue growth initiatives. The role serves as a strategic customer partner while maintaining visibility into account performance, operational health, and business opportunities across the full customer lifecycle.

What You’ll Do

• Manage strategic customer accounts across the full customer lifecycle, including onboarding, retention, renewals, and expansion activities
• Build and maintain strong customer relationships with key stakeholders, leadership contacts, and operational partners
• Identify, support, and manage upsell, cross-sell, and account expansion opportunities aligned with customer business needs and operational goals
• Conduct Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), strategic account reviews, and customer performance discussions
• Prepare and present account performance reporting, ROI summaries, operational insights, and customer business updates
• Monitor customer account health indicators, operational performance metrics, satisfaction trends, and renewal readiness activities
• Serve as the primary escalation point for assigned customer accounts and coordinate resolution activities across internal stakeholders
• Partner with Operations, Service Delivery, Revenue Operations, and leadership teams to support operational alignment and customer success initiatives
• Forecast account growth opportunities, pipeline activity, renewals, and customer expansion potential
• Maintain accurate account records, opportunity tracking, customer documentation, and activity updates within HubSpot or comparable CRM platforms
• Support strategic account planning activities and contribute insights related to customer growth, operational improvements, and service opportunities
• Participate in occasional domestic or international travel for customer meetings, operational reviews, or business events as needed
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

Basic Qualifications

• Minimum of 3 years of experience inAccount Management, Customer Success, Revenue Operations, Operations Management, or related customer-facingroles
• Minimum of 3 years of experience managing customer relationships, renewals, account growth activities, or operational partnerships within call center, CX, SaaS, customer support, or outsourced services environments
• Experience managing upsell, cross-sell, renewal, or revenue growth activities within assigned customer accounts
• Experience conducting customer business reviews, operational reviews, account planning sessions, or executive stakeholder meetings
• Strong customer relationship management, stakeholder management, and communication skills
• Strong analytical and problem-solving skills with the ability to interpret customer performance metrics, operational trends, and account health indicators
• Experience forecasting account growth opportunities, pipeline activity, or customer expansion initiatives
• Proficiency with HubSpot or comparable CRM platforms for account management, reporting, pipeline tracking, and documentation
• Ability to manage multiple customer accounts, competing priorities, and operational activities simultaneously
• Ability to collaborate effectively with Operations, Service Delivery, Revenue Operations, leadership teams, and cross-functional stakeholders
• Ability to identify customer risks, operational concerns, and escalation needs while coordinating appropriate resolutions
• Ability to work extended periods at a computer and participate in virtual meetings as needed
• Ability to travel domestically or internationally as needed for customer meetings or business events
• Experience supporting technology-enabled customer support operations or AI-enabled operational tools
• Experience supporting strategic or enterprise-level customer accounts

Ninja Perks and Benefits

• Competitive compensation
• Medical, dental and vision insurance
• Paid time off, birthday leave
• Opportunities for skills training and personal and professional development
• Employee Referral Program

If you are interested, you can access your instant interview here: https://alpharun.com/i/dyDcXQuN5om4ax4oBd-Mn

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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