Account Manager / Customer Success Manager

About the Role

Powtoon is a global AI-driven visual communication platform relied on by 95% of the Fortune 500. It helps organisations improve communication, training, onboarding, and knowledge sharing at scale through AI video, enterprise branding, interactive avatars, and localisation.

As the enterprise side of the business grows, Powtoon is hiring a commercially focused Account Manager to work with strategic customers and take ownership of the full post-sale revenue journey. The role blends account management and customer success, with responsibility for retention, expansion, adoption, and customer outcomes across a portfolio of Mid-Market and Enterprise accounts.

You will act as a commercial partner and trusted advisor to some of the world’s most recognised organisations, working closely with Sales, Product, and Leadership teams.

Core Account Ownership

• Take responsibility for a portfolio of Enterprise and Mid-Market customers, managing both the relationship and the revenue target.
• Lead renewals from start to finish, including forecasting, negotiation, and contract completion.
• Spot, develop, and close upsell and expansion opportunities within your existing accounts.
• Build and maintain strong relationships with senior stakeholders in L&D, HR, Internal Communications, Enablement, IT, and Transformation.
• Understand each customer’s goals, business priorities, and measures of success in depth.
• Support onboarding, product adoption, engagement, and long-term value delivery.
• Run strategic business reviews centered on business outcomes, ROI, and growth potential.
• Use platform usage data and customer insights to improve adoption, reduce churn risk, and identify expansion signals.
• Represent the customer internally and work with Product and Leadership to share feedback and insights.
• Help customers broaden their use of AI-powered communication and enablement tools across the organisation.

What Success Looks Like

• Comfort with owning a revenue number, not only influencing one.
• A consultative style that focuses on solving problems rather than reacting to issues.
• Ability to earn trust and credibility with senior decision-makers.
• Skill in uncovering business challenges and turning them into commercial opportunities.
• Strong relationship-building ability paired with analytical thinking and confidence in negotiation.
• Success in fast-paced environments where independence and accountability matter.
• Interest in AI, transformation, and the future of workplace communication.

Requirements

The company is looking for someone with 3-6+ years of experience in Account Management, Customer Success, or another commercial post-sales role in B2B SaaS. You should have a proven record of handling renewal, retention, or expansion targets, preferably with direct quota responsibility.

Experience managing enterprise or strategic customer relationships and leading commercial negotiations is important. The role also calls for strong commercial judgement, analytical ability, and the confidence to turn customer usage data into practical action plans. You should be comfortable with discovery, presentations, storytelling, and negotiation, and have experience working closely with Sales teams on expansion opportunities. Excellent spoken and written English is required.

Nice to Have

• Background working with Enterprise L&D, HR, Internal Communications, or Enablement teams.
• Experience with AI-enabled, transformation-focused, or communication-focused platforms.
• Familiarity with HubSpot, Salesforce, Gainsight, or similar CRM and customer success tools.

Benefits

• Opportunity to join a profitable and expanding global SaaS company used by millions of people worldwide.
• Exposure to well-known enterprise customers on an international scale.
• A visible role within one of the company’s fastest-growing business areas.
• A collaborative, ambitious, and entrepreneurial culture.
• Hybrid working from the Central London office in Aldwych.
• Weekly Deliveroo allowance.
• Fully stocked office.
• Volunteering initiatives.
• CycleScheme participation.

Work Location

This is a hybrid role based in Central London (Aldwych).