Account Manager

About Deskpro

Deskpro is a leading provider of helpdesk software, offering an omnichannel customer support platform that empowers organisations to manage their customer communications efficiently. With a robust set of tools, Deskpro helps businesses deliver exceptional support experiences across multiple channels, including email, chat, voice, and social media. Our platform is highly customisable and integrates seamlessly with a wide range of third-party applications, making it the preferred choice for support teams worldwide.

Role Overview

We are looking for a results-driven Account Manager to join our London-based team. This is a pure expansion sales role, not customer success-focused, focused on identifying and delivering revenue growth from our existing customer base. You will be responsible for managing and expanding key customer relationships, uncovering new opportunities within current accounts, and increasing adoption of Deskpro’s platform through upsells and cross-sells.. You will ideally bring a strong repository of account management experience and contacts in the SaaS or enterprise software space.

This is a hybrid role (3 days in-office, Wimbledon HQ) and reports directly to the VP of Sales.

Key Responsibilities

• Own and manage a portfolio of existing Deskpro customers, focusing on growth.
• Identify and close upsell and cross-sell opportunities within assigned accounts.
• Build and maintain strong executive and operational relationships within key customer organisations.
• Analyse customer usage data to identify expansion potential and proactively drive engagement.
• Collaborate with product, marketing, and sales engineering to tailor value-driven proposals.
• Maintain accurate forecasts and customer records using our CRM system.
• Represent the voice of the customer internally, feeding insights to product and leadership teams.

Required Experience & Qualifications

• 4+ years in account management or expansion sales within a SaaS or B2B software environment.
• Demonstrated success in managing complex accounts and growing revenue within an existing customer base.
• Strong commercial acumen and ability to identify, qualify, and close upsell/cross-sell opportunities.
• Exceptional relationship-building skills, with the ability to engage stakeholders at all levels.
• Familiarity with CRM tools (e.g., HubSpot, Salesforce) and SaaS analytics platforms.
• Comfortable working in a hybrid environment with cross-functional collaboration.
• Ideally based in London and able to commute to the Wimbledon office 3 days per week.