As an Account Manager, your primary responsibility is to ensure customer satisfaction, retention, and growth by delivering exceptional post-sales experiences for customers leveraging Kudosity’s SMS solutions.

You will act as a key advocate for customers, proactively addressing their needs, driving adoption of Kudosity’s solutions, and identifying opportunities for upselling and cross-selling. This role requires strong relationship-building skills, a customer-centric mindset, and the ability to collaborate effectively with cross-functional teams to achieve revenue and retention goals.

What you’ll do

Account Management Leadership

• Own the customer journey post-sale, ensuring seamless onboarding, engagement, and ongoing satisfaction.
• Proactively monitor customer health and address any risks to ensure retention and growth.
• Be comfortable in price negotiation with the existing customer base to ensure that margin is protected - but knowing when to bring sales resource in for advanced negotiations.
• Act as the voice of the customer, providing feedback to the UI Pod and other teams to continuously improve the user experience.

Sales Engineering, Onboarding and Value Realisation

• Drive adoption of the messaging technology by educating customers on features and best practices.
• Act as an platform SME alongside our BDMs to assist with platform question during new customer negotiations, where needed.
• Monitor platform usage and proactively address any underutilisation for new and existing customers
• Provide ongoing training to ensure customers are aware of new features and updates.

Customer Retention and Expansion

• Drive adoption of Kudosity’s solutions by providing training, resources, and ongoing support tailored to customer needs.
• Identify opportunities for upselling and cross-selling, collaborating with the Sales and Account Management teams to drive revenue growth.
• Ensure customers achieve their desired outcomes, resulting in high satisfaction and retention rates.

Support Escalation and Issue Resolution

• Where appropriate, troubleshoot issues for a customer to quick resolution
• Act as a liaison between the customer and technical support teams to resolve issues quickly and efficiently.
• Communicate product bugs or feature requests to the product team on behalf of customers.
• Ensure that all customer concerns are addressed in a timely and satisfactory manner.

What you'll bring

• 3+ years of experience in customer success, account management, or a related field, preferably in a SaaS or tech environment.
• Proven ability to build strong customer relationships and drive measurable outcomes.
• Familiarity with UX principles and their impact on customer engagement and retention.
• Excellent communication and problem-solving skills, with a proactive and customer-focused mindset.
• Experience with CRM tools like Salesforce and data-driven decision-making.