Senior Account Manager
As a Senior Account Manager for the ANZ region, you will manage a high-value portfolio of mid-market and enterprise customers. Your mission is to move beyond a vendor relationship, positioning yourself as a strategic partner who drives measurable business value and long-term ROI. You will be the commercial lead for our growth in the ANZ Region, requiring sophisticated navigation of large-scale organisations.
What you'll be doing:
- Strategic Partnership & Influence: Develop and maintain executive-level relationships to position Trustpilot as a mission-critical partner.
- Organisational Navigation: Masterfully navigate large enterprise structures to identify key decision-makers and build influence at the C-suite level.
- Retention & Risk Mitigation: Own the end-to-end renewal process (GRR), proactively identifying and mitigating commercial churn risks or competitor threats.
- Portfolio Growth: Drive expansion through upsell and cross-sell opportunities to achieve strong Net Revenue Retention (NRR).
- Financial & Operational Excellence: Leverage deep financial acumen to understand client budget cycles and business metrics, ensuring accurate forecasting in Salesforce.
- Cross-Functional Leadership: Partner with Customer Success for value realization and collaborate with Product and Engineering to align our roadmap with the technical requirements of the ANZ market.
Who you are:
- You have prior experience in customer success, account management, or customer support roles in a SaaS or technology environment.
- Proven ability to drive product adoption, customer satisfaction (NPS), and retention results.
- Technically confident and able to guide customers through setup, usage, and best practices.
- Strong communication and relationship-building skills across multiple stakeholder levels
- Comfortable working with data and insights to identify trends, risks, and opportunities.
- Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver customer value.
- A good understanding of the digital advertising/search marketing industry - preferred.
- Commercial Acumen: Proven success in achieving revenue targets and a strong understanding of ROI-based selling.
- Strategic Planning: Skilled in building detailed account plans and stakeholder maps for complex, multi-layered organizations.
- Industry Knowledge: A deep understanding of the SaaS ecosystem, digital marketing, and how digital transformation drives business value within the ANZ market.
We are:
We are passionate about what we do. Our team is super collaborative, diverse, and it's a fun place to work. Our culture is fast-paced, and our employees grow as we do. You'll have plenty of personal development and coaching opportunities. We are ideas people. We encourage our employees to think outside the box and always champion new ways of working.
What's in it for you:
- A range of flexible working options to dedicate time to what matters to you
- Competitive compensation package + bonus
- 25 days holiday (plus public holidays)
- Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
- Rich learning and development opportunities supported through the Trustpilot Academy and Blinkist
- Superannuation, salary continuance and life insurance
- Full access to Headspace, a popular mindfulness app-based service designed to promote positive mental health and access to a 24/7 Employee Assistance Plan
- Paid parental leave
- Cycle to work scheme
- A buzzy office at 55 Collins Street with a fully stocked fridge and all the snacks and refreshments you can ask for There are also regular socials, lunches and fun offsite strategy sessions - and tons of opportunities to connect and have fun as a team
#LI-Hybrid #LI-KW1
