Key Account Manager

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

Your responsibilities will include:

• 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

Skills Required

• 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.