The Role
Manage a portfolio of existing B2B customers, owning retention, renewals, expansion revenue, adoption, and long-term account growth. Build executive relationships, conduct business reviews, identify expansion opportunities, maintain accurate CRM records, forecast renewals and pipeline, and coordinate with Customer Success, Implementation, Product, and Support. Success is measured through retention, expansion ARR, customer adoption, forecast accuracy, and customer advocacy.
Summary Generated by Built In
Veriforce is a leader in contractor compliance and supply chain risk management, helping the world's most safety-conscious organizations protect their workers, their reputation, and their operations. As Account Manager, you will own a portfolio of existing customers across key industries — including Oil & Gas, Mining, Utilities, and Manufacturing — and be accountable for their retention, growth, and long-term success.
This is a revenue-carrying role, not a service role. You will defend and expand your book of business by deepening relationships, driving adoption, and uncovering net-new opportunity within existing accounts — turning satisfied customers into growing ones.
What that means day-to-day:
1. Own the Book — Retention First
• Carry full accountability for gross retention and renewal outcomes across your portfolio
• Run a disciplined renewal motion: early engagement, clear value recaps, and proactive risk management well ahead of renewal dates
• Identify churn risk early through usage signals, stakeholder changes, and sentiment — and mobilize the right resources to address it
2. Grow the Base (Net New From Existing)
• Identify, qualify, and close expansion opportunities: new sites, new business units, new use cases, and additional solutions
• Build account plans that map whitespace across each customer's organization
• Develop ROI-driven expansion business cases grounded in the value already delivered
3. Build Multi-Threaded Relationships
• Develop trusted relationships from day-to-day users up to economic buyers and executive sponsors
• Multi-thread deliberately so no account depends on a single champion
• Conduct structured business reviews (QBRs/EBRs) that reinforce value delivered and align on what's next
4. Drive Adoption & Value Realization
• Monitor product adoption and health metrics; partner with customers to close usage gaps
• Connect customer objectives to measurable outcomes in compliance, risk reduction, and operational efficiency
• Ensure every account can articulate the value Veriforce delivers — in their own words
5. Forecast & Manage with Discipline
• Maintain accurate CRM records across renewals and expansion pipeline (stages, next steps, close dates)
• Deliver reliable renewal and expansion forecasts on a weekly and monthly cadence
• Participate actively in account review and deal review cadences
6. Execute Cross-Functionally
• Partner with Customer Success, Implementation, Product, and Support to deliver a seamless customer experience
• Serve as the customer's advocate internally — escalating what matters and closing the loop
• Feed customer insights back to Product, Marketing, and GTM leadership
How Success Is Measured
• Retention: Gross revenue retention, on-time renewal rate, and churn prevented
• Growth: Net revenue retention (NRR), expansion ARR closed, and whitespace penetration across the portfolio
• Account health: Adoption and usage trends, multi-threading depth, and executed account plans and business reviews
• Forecast reliability: Renewal and expansion forecast accuracy and CRM discipline
• Customer outcomes: Customer satisfaction and advocacy (references, case studies, testimonials)
• Carry full accountability for gross retention and renewal outcomes across your portfolio
• Run a disciplined renewal motion: early engagement, clear value recaps, and proactive risk management well ahead of renewal dates
• Identify churn risk early through usage signals, stakeholder changes, and sentiment — and mobilize the right resources to address it
2. Grow the Base (Net New From Existing)
• Identify, qualify, and close expansion opportunities: new sites, new business units, new use cases, and additional solutions
• Build account plans that map whitespace across each customer's organization
• Develop ROI-driven expansion business cases grounded in the value already delivered
3. Build Multi-Threaded Relationships
• Develop trusted relationships from day-to-day users up to economic buyers and executive sponsors
• Multi-thread deliberately so no account depends on a single champion
• Conduct structured business reviews (QBRs/EBRs) that reinforce value delivered and align on what's next
4. Drive Adoption & Value Realization
• Monitor product adoption and health metrics; partner with customers to close usage gaps
• Connect customer objectives to measurable outcomes in compliance, risk reduction, and operational efficiency
• Ensure every account can articulate the value Veriforce delivers — in their own words
5. Forecast & Manage with Discipline
• Maintain accurate CRM records across renewals and expansion pipeline (stages, next steps, close dates)
• Deliver reliable renewal and expansion forecasts on a weekly and monthly cadence
• Participate actively in account review and deal review cadences
6. Execute Cross-Functionally
• Partner with Customer Success, Implementation, Product, and Support to deliver a seamless customer experience
• Serve as the customer's advocate internally — escalating what matters and closing the loop
• Feed customer insights back to Product, Marketing, and GTM leadership
How Success Is Measured
• Retention: Gross revenue retention, on-time renewal rate, and churn prevented
• Growth: Net revenue retention (NRR), expansion ARR closed, and whitespace penetration across the portfolio
• Account health: Adoption and usage trends, multi-threading depth, and executed account plans and business reviews
• Forecast reliability: Renewal and expansion forecast accuracy and CRM discipline
• Customer outcomes: Customer satisfaction and advocacy (references, case studies, testimonials)
What you’ll need to be successful:
• 3+ years of B2B account management, customer success with revenue ownership, or full-cycle sales experience — SaaS preferred
• A track record of hitting retention and expansion targets in a quota-carrying role
• Experience with industrial sectors — Oil & Gas, Mining, Utilities, or Manufacturing — an asset
• Strong commercial instincts: you can spot an expansion opportunity, build the case, and close it
• Executive presence and the ability to run a business review that lands with a VP or C-suite audience
• Disciplined CRM and forecasting habits
• Willingness to travel to key accounts as required [specify % if known]
• A track record of hitting retention and expansion targets in a quota-carrying role
• Experience with industrial sectors — Oil & Gas, Mining, Utilities, or Manufacturing — an asset
• Strong commercial instincts: you can spot an expansion opportunity, build the case, and close it
• Executive presence and the ability to run a business review that lands with a VP or C-suite audience
• Disciplined CRM and forecasting habits
• Willingness to travel to key accounts as required [specify % if known]
What you’ll get in return:
We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work, and believe that if you look after your people, they look after everything else!
Personal Health & Wellbeing
>🧠 Integrated mental health & wellbeing support
>🌴 Vacation – starting at 3 weeks
>💟 Wellness Days & Annual Giving Day – an extra to give back to yourself or your community
>🩺 Comprehensive medical and dental coverage
>🩺 Comprehensive medical and dental coverage
> 😴 End of the year, company-wide shut down for you to relax and recharge
Future Planning
>🏫 LinkedIn Learning License for upskilling & development
Interested but don’t feel you meet all the requirements?
Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we consider applications that might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!
Bring Your Whole Self to Work.
We are proudly an equal-opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.
What you can expect if you apply:
- A response to your application within 15 working days
- An interview process consisting of:
- An initial discovery call with the recruiter
- A first stage interview via Microsoft Teams
- Additional interview with the stakeholders you’ll be working with closely in the role
We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.
About
Equal Employment Opportunity We are an equal opportunity workplace. All candidates will be afforded equal opportunity through the recruiting process. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, disability, gender identity and/or expression. We are dedicated to growing a diverse team of highly talented individuals and creating an inclusive environment where everyone feels empowered to bring their authentic selves to work. If you are contacted for an interview and require accommodation/adjustments during the interviewing process, please let us know.
Skills Required
- 3+ years of B2B account management, customer success with revenue ownership, or full-cycle sales experience
- Experience in SaaS
- Track record of hitting retention and expansion targets in a quota-carrying role
- Experience with industrial sectors such as Oil & Gas, Mining, Utilities, or Manufacturing
- Strong commercial instincts and ability to identify, develop, and close expansion opportunities
- Executive presence and ability to conduct business reviews with VP or C-suite audiences
- Disciplined CRM management and forecasting habits
- Willingness to travel to key accounts as required
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The Company
What We Do
We help create better workplaces, and help to keep people safe, reduce risks and simplify processes through our expert teams and technology. Since 1979, we’ve been providing our clients with market-leading compliance and risk management solutions. We have expanded over the years to include certification, accreditation, HR and health and safety consultancy for SMEs, and training expertise, resulting in the Alcumus business that exists today. By building great relationships with our customers, we understand their needs and provide a range of technology solutions, advice and support that helps to identify and minimise risks, navigate compliance and create better workplaces to keep people safe. Our solutions go beyond simple box ticking exercises, where we constantly look for new and innovative ways to support and enhance our clients’ businesses and make it easier for them to keep their workforce safe by embracing new and evolving technology. Our team includes over 1,000 employees across our UK, North American, American and APAC offices. We take great pride in being an inclusive organisation by respecting and appreciating each individual, regardless of age, gender, ethnicity, religion, disability, sexual orientation, education, or nationality, creating a safe, positive, and nurturing environment. Whether you’re a contractor, SME or multi-national enterprise, we’re here to help create safe and effective workplaces.
