Strategic SaaS Account Manager (Hospitality)

TL;DR

Strategic SaaS Account Manager (Hospitality): Developing and supporting high-value enterprise hospitality customers in the UK with an accent on NRR growth, product adoption, and C-level stakeholder management. Focus on building long-term business partnerships, analyzing usage data to mitigate risk, and collaborating cross-functionally to optimize the customer journey.

Location: London, UK (Hybrid)

Company

A global cloud commerce platform providing unified online and physical operations for retail and hospitality businesses.

What you will do

• Act as the primary point of contact for the largest and most strategic hospitality customers.
• Develop and execute strategic account plans to drive growth, retention, and product adoption.
• Increase product usage and drive Net Revenue Retention (NRR) across the portfolio.
• Lead quarterly business reviews (QBRs) and success plans.
• Analyze usage data and health scores to identify and mitigate risks.
• Build trusted relationships with C-level and operational stakeholders.

Requirements

• 3–5+ years of experience in Account Management or Strategic Customer Success within B2B SaaS.
• Proven track record with enterprise customers.
• Deep understanding of SaaS metrics including NRR, product adoption, expansion, and churn.
• Experience managing complex, multi-level stakeholder structures.
• Fluent business-level English.

Nice to have

• Experience in the hospitality, POS, or hospitality tech industry.

Culture & Benefits

• Equity scheme for employees.
• Health & Wellness credit (up to £400/year).
• Mental health support via Modern Health App.
• "People Experience" benefit allowing work from anywhere for 60 days a year.
• Free access to LinkedIn Learning.
• Comprehensive health, dental, and optical cover.