Account Manager / CSM

➡️ Job reference code: GWM125

Company Overview

🦄 Job Title: Account Manager / CSM

📚 Industry: Ecommerce/MarTech

📈 Funding Journey: Private

👩 No of Employees: 20-30

📍 Locations: London/Remote

Job Summary

• This role exists to fix a focus problem, not a workload one. The team currently manages ~200 accounts each, too many to do the commercial work properly. You'd inherit a deliberately curated book of the best untouched opportunities in the portfolio: recognisable brands who signed up, went quiet, and have simply never had anyone go at them properly. Some carry over a million monthly visitors and are barely engaged. Your first real win should land in week three, not month nine.

• You'd own the full commercial motion end-to-end; discovery, the growth case, the renewal, and the commercial terms, rather than handing pieces off to separate pricing, expansion or sales functions. With only three people in the function, decisions you make on tiering or health scoring ship immediately; there's no lengthy socialisation process.

Experienced Required

• Proven experience as a CSM or Account Manager owning full commercial responsibility; renewals, expansion and pricing, not just adoption

• Comfortable managing and prioritising a large book of accounts, and confident deciding where real investment belongs versus where it doesn't

• Strong stakeholder management; able to align multiple functions (marketing, CRM, ecommerce) within a client organisation

• Data-led approach to proving value

• Track record of running renewal and growth conversations independently, without oversight

• Comfortable in a small, flat team where ownership is high and process is light

The Application Process

• Phone screen - People Lead, 30 minutes: motivation, portfolio experience, commercial orientation

• First interview - Head of Client Success, 45–60 minutes: how you manage and grow a book; prioritisation, renewals, discovery, commercial ownership, mostly real examples

• Practical task - 60–90 minutes, self-paced: a realistic client scenario plus a one-page QBR plan (AI use permitted if disclosed)

• Second interview - Head of Client Success and Senior CSM, 60 minutes: task review, client situations, stakeholder management, account strategy

• Final conversation - Founder/CEO, 45 minutes: stage fit, commercial thinking, two-way fit check

How to Apply

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This role exists to fix a focus problem, not a workload one. The team currently manages ~200 accounts each — too many to do the commercial work properly. You'd inherit a deliberately curated book of the best untouched opportunities in the portfolio: recognisable brands who signed up, went quiet, and have simply never had anyone go at them properly. Some carry over a million monthly visitors and are barely engaged. Your first real win should land in week three, not month nine.

You'd own the full commercial motion end-to-end — discovery, the growth case, the renewal, and the commercial terms — rather than handing pieces off to separate pricing, expansion or sales functions. With only three people in the function, decisions you make on tiering or health scoring ship immediately; there's no lengthy socialisation process.