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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates substantial experience in B2B SaaS account management, with a strong focus on renewals, expansion, and building trusted relationships with senior stakeholders. Proficient in using Salesforce and AI tools to drive customer success and articulate value propositions effectively.
Highest-signal resume keywords
B2B SaaS Account ManagementRenewal NegotiationsSalesforce ProficiencyCommercial AcumenCustomer Relationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account GrowthPortfolio ManagementValue RealisationROI Case DevelopmentRisk IdentificationContract NegotiationProduct DemonstrationData-Informed Decision MakingCustomer OffboardingMulti-Stakeholder Selling
Soft Skills
Excellent Communication SkillsOrganizational SkillsGrowth MindsetRelationship BuildingMentoring
Tools & Technologies
SalesforceClaudeCRM SoftwareAI Tools
Industry Keywords
LegalTechLegal WorkflowsTransaction ManagementCommercial Terms Negotiation
About the role
Key responsibilities & impact- Own and grow a portfolio of strategic law firm accounts end to end
- Build trusted relationships with key and senior stakeholders to drive customer success and commercial growth
- Act as the main escalation point and own resolution of account escalations
- Map buyer groups in Salesforce and identify weak usage or module opportunities
- Act on customer health and usage signals, leading responses to churn risk and expansion opportunities
- Own account and adoption plans, commercial strategy and quarterly priorities
- Take responsibility for value realisation and platform adoption
- Plan, prepare and deliver quarterly business reviews and intermediate check-ins
- Ensure onboarding, training and workshops are booked and completed
- Own renewals end to end, including timelines, proposals, order forms, pricing, negotiation and close
- Manage net and gross revenue retention across the portfolio
- Identify and pursue expansion opportunities across practice areas, offices and users
- Lead proof-of-value reviews and convert customers to full contracts
- Build and present ROI cases supporting renewal and expansion conversations
- Own customer offboarding when customers leave
- Run introductory platform demos for senior stakeholders and communicate product updates
- Use Claude, Salesforce and other tools to manage account activity and make data-informed decisions
- Drive in-person account visits and lead customer events
- Secure customer references, testimonials, case studies and customer stories with Marketing
- Share senior stakeholder and commercial insight with Product
- Mentor junior team members and contribute to team standards and strategic initiatives
- Report to the VP, Customer
- Success measured by retention, timely renewals, account growth and accurate Salesforce forecasts
Requirements
What you’ll need- Substantial experience in B2B SaaS account management, with a strong track record of owning and growing a portfolio of accounts, including renewals and expansion
- Demonstrated commercial acumen, including leading renewal negotiations end to end and building business cases for upsell and expansion
- Strong track record of meeting and exceeding commercial targets, such as renewal, retention or expansion goals
- Experience selling additional products into existing customers through multi-stakeholder buying groups
- Proven ability to develop trusted, long-term relationships with senior stakeholders
- Strong product aptitude and ability to learn complex software quickly and demo it confidently to senior stakeholders
- Ability to articulate value propositions and ROI clearly to legal and commercial audiences
- Highly organised, with reliable follow-through across concurrent renewals; ability to spot risk early, escalate it, and maintain accurate Salesforce stages and forecasts
- Fluent in using AI tools in day-to-day work; ability to demonstrate use of Claude or similar tools to drive better customer and business outcomes and verify output accuracy
- Growth mindset and proactive approach, including seeking and acting on feedback
- Ability to build constructive working relationships across teams and give direct feedback respectfully
- Excellent written and verbal communication skills, including presenting to senior or executive-level contacts
- Experience with Salesforce or a similar CRM
- Willingness to travel regularly, including to the US
- Bonus: experience managing or mentoring junior team members in customer success or account management
- Bonus: experience working in LegalTech
- Bonus: familiarity with legal workflows and transaction management processes
- Bonus: comfort reading and negotiating commercial terms such as licence bands, break clauses and order forms
Benefits
Comp & perks- Competitive salary (depending on experience)
- 25 days holiday per year (plus public holidays)
- Early Finish Fridays - on the last Friday of every month, we finish around lunchtime
- Private Medical Insurance with Bupa
- Healthshield Health Cash Plan, helping you claim money back on everyday healthcare like dental, optical and physio
- Pension with NEST
- Personal Learning & Development budget
- Enhanced parental leave policies
- Opportunities for accelerated professional development and career progression
- Supportive and talented team with the opportunity to grow one of the world’s leading LegalTech scale-ups
- Warm, genuinely collaborative culture and an awesome team
- Regular socials