Strategic Account Manager

Guildford, Surrey, United Kingdom
Full Time
Customer Success
Experienced
At Person Centred Software, we are transforming health and social care through our innovative digital solutions. As a Strategic Account Manager (SAM), you will play a pivotal role in managing a portfolio of 35–40 key accounts, each with an Annual Recurring Revenue (ARR) of £20K+. Your primary focus will be to drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) by fostering strong relationships, ensuring customer satisfaction, and identifying opportunities for expansion. This role involves regular travel, including Quarterly Business Reviews (QBRs) and onsite value meetings, to engage with customers and deliver exceptional service.

What You'll Do:
  • Manage a portfolio of 35–40 key accounts, focusing on retention and satisfaction
  • Conduct quarterly onsite visits to strengthen relationships and ensure value realisation
  • Develop account plans aligning customer goals with our solutions
  • Identify and qualify upsell and cross-sell opportunities in collaboration with Sales
  • Lead Quarterly Business Reviews (QBRs) to assess goals and identify expansion opportunities
  • Work cross-functionally with internal teams to ensure seamless service delivery
  • Utilise customer health metrics and usage data to drive engagement and retention strategies
What You'll Bring:
  • Proven experience in Account Management, Customer Success or a similar role within a Healthcare SaaS or Care Home Management Software company
  • Strong understanding of customer retention, expansion, and revenue growth strategies
  • Experience conducting QBRs, onsite meetings and executive-level stakeholder engagement
  • Ability to work with data insights and leading indicators to drive proactive account strategies
  • Excellent relationship-building skills with a consultative approach to customer success
  • Strong communication and presentation skills
  • Ability to travel 50% of the time for onsite customer visits (travel expenses fully reimbursed)
  • Familiarity with account management frameworks such as Gainsight, Salesforce or HubSpot (not required, but beneficial)
What We Offer: 
  • A base salary of up to £50,000 and bonus depending on experience 
  • Modern town centre offices in Guildford, with opportunity for ad hoc home working  
  • Bonus scheme 
  • 25 days holiday 
  • Net zero pension scheme 
  • Additional perks including; cycle to work scheme, staff discounts portal and Employee Assistance Programme 
At Person Centred Software, we’re leading the digital revolution in social care. Our technology is reshaping an industry that impacts millions—driving efficiency, improving outcomes, and setting new standards. Every day, your work will help modernise and future-proof social care. 
 
🚀 Tech That Transforms –automation, real-time data—our solutions are redefining how social care operates 
🏆 Join the Market Leader – Trusted by thousands, we set the benchmark for digital transformation in social care 
💡 Drive Meaningful Innovation – Work at the forefront of a sector ready for change, where your skills fuel real-world impact 
📈 Challenge Yourself, Make a Difference – If you love tech and solving big challenges, we want to hear from you 
🤝 Work with the Best – Join a team of top-tier professionals passionate about using technology to drive change 
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