Job Description Graylink is a leading technology provider delivering innovative recruitment and talent software solutions to private corporate and public-sector customers and we are growing! We are looking for a strategic, relationship-driven Senior Account Manager to join our Customer Success team. This is not a sales role. Instead, you will focus on building long-term partnerships, ensuring customer success, and driving value for a portfolio of medium to enterprise-level clients. Duties And Responsibilities Manage a portfolio of medium to enterprise customers, ensuring hands-on oversight and engagement. Ensure customers realise full ROI from graylink’s ATS software through proactive support and value alignment. Partner with customers to deeply understand their recruitment goals and align tailored solutions to meet their evolving needs. Monitor customer health metrics and proactively address risks or signals of potential churn. Build strong, trust-based relationships with stakeholders at all levels from Exco to end users Guide new customers through onboarding, training, and change management initiatives Create and execute strategic account plans to deliver measurable ROI for customers Act as the primary point of contact for customer inquiries, troubleshooting issues ensuring response are delivered within the agreed SLA Manage your customers’ commercial contracting, negotiations and instructions for finance/billing. Identify and drive upsell and cross-sell opportunities to grow account value Maintain accurate customer records and data in CRM systems Regularly meet with customers (virtually or onsite) to evaluate satisfaction, usage, and success metrics Provide quality assurance of all work delivered to customers where needed Review customer performance data to proactively address risks and ensure solution adoption Collaborate with product and development teams by sharing customer feedback and participating in feature testing Become a specialist in all our products, in our customers, and in our market-positioning. Minimum Requirements 4 years of experience in Account Management and Customer Success within a SaaS B2B recruitment or HR tech environment A relevant tertiary qualification in IT and/or commerce. Direct experience and understanding of recruitment technology and corporate HR business processes. Proven ability to drive retention, expansion, and customer satisfaction in a SaaS environment. Experience engaging and influencing C-level executives and senior stakeholders. Data-driven mindset with proficiency in CRM and customer success software (HubSpot, Intercom, Jira etc.). Project and/or change management experience would be advantageous Excellent professional communication, negotiation, and problem-solving skills. #J-18808-Ljbffr