Senior Account Manager at Longtail UX

Information Technology and Services, Full-time, Sydney, New South Wales, Australia sydney full-time
Posted 14 days ago

We have a newly created opening for a Senior Account Manager with experience managing and building on key relationships with our growing list of enterprise clients. In this role, you will own the commercial relationship with existing clients, including contract renewal and upsell opportunities, working closely with our client success teams, marketing, and sales teams.

We’ll help you develop excellent product knowledge and have the confidence to educate our clients about the full LUX suite of products. Key success criteria will include client delight (NPS), retention, and growth, as well as contributing to Longtail UX being a fantastic place to work and grow as a human being.

Embracing our company values is a key requirement of the role:

  • Transparent: can work independently with excellence but also proactively invites feedback on all contributions
  • Game Changer: willing to experiment, excited to challenge the status quo, and constantly enhancing your skills
  • Collaborative: recognise the power of ‘wisdom of crowds’ in a team setting to achieve excellence and ensure goal-alignment
  • We care: focus on collective team success and contribute to Longtail UX having an awesome culture
  • Excellence: committed to the highest level of quality and accuracy in your work, and support others in achieving the same


The role:

Reporting directly to our COO, you will:

  • Build strong, mutually beneficial relationships with our key, high-value clients
  • Conduct ongoing discovery to understand and support each client’s specific business objectives
  • Closely monitor and support key Saas metrics, such as net revenue retention and gross dollar retention, by driving product adoption and revenue growth
  • Work closely with our Head of Client Success to improve overall customer experience, satisfaction and retention; drive net promotor score higher
  • Manage client contract renewal negotiations and proactively identify up-sell and cross-sell opportunities

You’re perfect for this role if you have/are:

  • 5+ years experience in an account management role working ideally in a software, Saas, platform, or marketing company
  • Naturally persuasive and comfortable influencing and negotiating with C-Suite and senior decision-makers
  • A proven track record of earning trust with internal and external stakeholders across all levels of an organisation
  • Exceptional communication skills, including developing presentations, running meetings, crafting proposals, writing emails, personable phone calls, etc.
  • A track record of learning new businesses and systems
  • Strong commercial acumen and a natural ability to craft and close renewal and up-sell contracts
  • Confidence working in a fast-paced, rapidly growing and changing start-up environment
  • Sharp attention to detail and strong English verbal and written communication skills
  • Current and full working rights in Australia and based in Sydney


About Longtail UX (“LUX”):

With our patented ecommerce technologies, we help our clients deliver a superior customer experience to dramatically improve their online revenue generation. Smart companies are using LUX to completely reimagine what’s possible in customer acquisition at a massive scale.

We work with clients around the world, including some of Australia's best-known brands across retail and marketplaces, including Woolworths, Myer, Graysonline, Catch Group, Dan Murphy’s, Adore Beauty and many others. Our international business is also growing quickly, with established clients across the US, Europe, Japan and Latin America, including international brands like Ssense, Adevinta Group, Kewpie, and Bravissimo.

LUX was co-founded by an Ex-Googler and is backed by well-known institutional investors, including Commencer CapitalInvestec and W23, the investment arm of Woolworth’s Group. We have a hard-working and super fun team that strongly values diversity while generating exceptional value for clients.

We value our people and work hard to make sure that every day in the office is a good one. We encourage idea sharing, support personal development, celebrate achievements and appreciate that there is life outside of work - and we are growing quickly, so there is ample opportunity for personal career growth too.

If this sounds like the ideal next step in your career, send us your CV and Cover Letter, explaining why this job sounds like a great fit for you!

For more information, please contact our people & culture team [email protected]

Please note, we are currently receiving a high volume of applicants for the roles we advertise so may only contact you if you are successful at the initial stage of our recruitment process.