Account Manager (m / f/ d)

Usercentrics is a global leader in data privacy and privacy-led marketing solutions. We believe there is no need for a trade-off between growth and privacy compliance. Our vision is to unlock the potential of data privacy to empower a thriving digital ecosystem. We work with companies to create a healthy balance between data-driven business and privacy-led marketing for every size of enterprise. Our customers build trust with their users through improved transparency and control to drastically improve marketing and monetization, while achieving full privacy compliance.

As an Account Manager within the Customer Success Department, you will be responsible for managing and nurturing a large portfolio of medium- to low-tier customers using Usercentrics’ suite of products. You will adopt a proactive commercial approach to ensure customer satisfaction, drive revenue growth, and identify opportunities for upselling and expansion.
While you will not be the primary point of contact for general inquiries, your focus will be on addressing commercial topics related to your customer portfolio. For any issues or questions outside the commercial scope, customers will be directed to the appropriate support channels. Your role is focused on maximizing the value customers gain from our products, with a strong emphasis on fostering commercial opportunities and building long-term relationships.

• Identify opportunities to upsell and cross-sell products and services to existing customers within the portfolio, proactively engage in negotiations, and manage the contracting process for upsell/cross-sell deals and renewals.
• Monitor customer activity and data to identify potential churn risks. Develop and execute standardized strategies to address these risks and retain customers, including implementing win-back tactics to regain lost customers.
• Conduct group onboarding sessions for new medium- to low-tier customers, in collaboration with the customer engineering team, presenting an overview of Usercentrics’ products and guiding them through platform setup and initial use cases.
• Provide ongoing education and specialized trainings to customer groups to drive continuous engagement and ensure long-term value realization from the Usercentrics platform.
• Oversee a portfolio of medium- to low-tier customers using Usercentrics’ suite of products, ensuring consistent engagement, relationship management, and fostering long-term, positive relationships to ensure retention and continued growth opportunities.
• Take a proactive commercial approach to identify and seize revenue growth opportunities within your customer base, helping customers realize the full potential of Usercentrics’ products.
• Work closely with Customer Support, Sales, and other internal teams to ensure a seamless experience for customers, especially when transitioning issues to the right teams. Direct customers to the appropriate support channels for inquiries and issues outside of commercial topics (e.g., technical or support-related).

• Minimum of 2 years of experience in Account Management, Customer Success, or Sales, ideally within a B2B SaaS environment.
• Strong technical aptitude and proficiency in relevant tools and technologies.
• Proven ability to recognize upsell and expansion opportunities while maintaining a customer-centric approach.
• Exceptional verbal and written communication skills, with the ability to clearly articulate complex concepts to diverse audiences.
• Strong analytical skills to identify customer challenges and deliver tailored solutions.
• Expertise in CRM systems, preferably Salesforce.
• Demonstrated success in working cross-functionally with teams such as Product, Sales, and Support to drive customer success and business growth.

Location

Hybrid in Prague (minimum of 2 days a week from the office)