Hire an account manager
An account manager keeps the revenue you already have and grows it. Renewals, upsell, the relationship that means the customer calls you before they call a competitor.
It's the role most companies staff last and regret staffing last.
What they do all day
Regular check-ins with a purpose, renewal dates tracked months out, expansion opportunities spotted and worked, and issues escalated before they become churn.
What lands on your side of the table
Renewal rate, tracked and improved
Expansion revenue from existing accounts
A health score per account
Referrals and case study candidates
What they need from you
- A customer list with contract dates
- Product or service knowledge deep enough to advise
- A process for escalating delivery issues
How long until they're producing
Four to six weeks to know the book. Renewal impact shows in the next cycle.
When this role is the wrong choice
- Your customers are one-off buyers
- Delivery problems need fixing before anyone manages the account
$110,000 to $150,000
Salary, super and a recruiter fee in a capital-city market. What a seat costs through BEDA is shared on the first call.
Questions about hiring an account manager
- AM owns revenue. CS owns adoption. On small teams, one person does both.
One seat inside a bigger service
Get the number
Thirty minutes with Matt. Tell him what you sell and how many seats you're thinking about. He'll give you a figure, not a range.