As a Strategic Account Manager, you'll drive our post-sales strategy across renewals and expansion, ensuring that FrankieOne remains an indispensable partner to our most strategic customers. You’ll play a critical role in shaping customer outcomes and growing long-term value.

The Role

You are an experienced, customer-obsessed professional with a passion for driving long-term value and growth within an assigned portfolio of our most strategic, high-value B2B SaaS customers. As a Strategic Account Manager, you will be the dedicated executive relationship owner, responsible for ensuring retention and expansion by driving proactive account planning, structured renewal management, and deeply embedded strategic partnership. This is a critical, highly visible role at the intersection of customer strategy, revenue growth, and product adoption.

Your Ticket to Success:

Strategic Account Partnership & Advocacy

• Own the entire commercial relationship and customer journey for a defined portfolio of strategic accounts, focusing on maximising customer lifetime value.

• Develop and maintain executive-level relationships within your assigned accounts, acting as a trusted advisor who understands their business objectives and technology roadmap.

• Champion the voice of the strategic customer internally by proactively advocating for product, support, and service delivery improvements to unlock greater value.

Revenue Ownership & Expansion

• Drive and exceed renewal targets for your strategic accounts, mitigating churn risk through proactive health monitoring and structured renewal negotiations.

• Uncover, qualify, and close significant opportunities for upsell and cross-sell within your portfolio, demonstrating the incremental business value of additional products or services.

• Partner closely with Sales, Product, and Customer Success to develop and execute account growth strategies and expansion playbooks tailored to each strategic customer.

Account Planning & Execution

• Develop and execute comprehensive, multi-year strategic account plans (SAPs) that align our solutions with the customer's long-term business goals.

• Lead structured Quarterly Business Reviews, articulating the value delivered to date and defining joint success metrics for the next period.

• Maintain a high-energy, high-velocity approach to managing complex, multi-stakeholder relationships.

Operational Excellence

• Leverage data from internal tools (e.g., Hubspot) to track customer health, forecast revenue accurately, and proactively manage/mitigate churn risks within your portfolio.

• Ensure the implementation and adoption of best-in-class processes for renewals and expansion within your accounts.

• Be an advocate for Frankie, for the product, for our people, and for our values.

In a previous life you have:

• 5+ years experience as a dedicated Strategic Account Manager, Enterprise Account Manager, or similar role focused on large, complex accounts in B2B SaaS (Fintech/Regtech/Crypto experience a strong bonus).

• Proven track record of consistently owning and exceeding aggressive revenue targets through successful renewals and significant expansion within an existing customer base.

• Extensive experience engaging, negotiating, and presenting value propositions to senior-level stakeholders (C-suite, VPs) in enterprise-level accounts.

• A deep, applied understanding of the SaaS customer lifecycle and how to influence commercial outcomes at the enterprise level.

• Strong executive communication, negotiation, and interpersonal skills coupled with a robust commercial and technical mindset.

• Experience utilising tools like Hubspot (or equivalent CRM) for sophisticated customer health tracking, forecasting, and pipeline management.

Department

Sales

Locations

Melbourne, Sydney

Remote status

Hybrid

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