Account Manager

Why This Role Exists

As a Account Manager for ANZ at Zensai, you will own the customer relationship across adoption, value realization, renewal, retention, and account growth. This is a blended role that combines the trusted-advisor mindset of Customer Success, the commercial ownership of Account Management, and the discipline of a strong renewals motion.

This role is especially important as we continue to grow in ANZ and build a more consistent, proactive approach to existing customer revenue. You will partner closely with Sales, Product, Marketing, Support, Customer and Technical Success, RevOps, and Finance to ensure customers have a seamless experience — from onboarding and adoption through renewal, expansion, and continued success.

What You’ll Do

• Own and manage a portfolio of ANZ customer accounts across the full post-sale lifecycle, primarily focused on renewal, retention, and expansion.

• Lead regular customer check-ins, success conversations, and business reviews to understand customer goals, reinforce value, identify risks, and align Zensai to evolving business needs.

• Own renewal readiness for your portfolio, including monitoring renewal timelines, confirming subscription details, identifying risk, preparing customers for renewal conversations, and driving on-time closure.

• Lead commercial renewal conversations where appropriate, including pricing, term alignment, customer objections, paperwork follow-up, and coordination with internal stakeholders.

• Identify and develop upsell, cross-sell, user-growth, and product-expansion opportunities by using customer insight, usage data, stakeholder discovery, and business impact conversations.

• Maintain accurate account, contact, subscription, renewal, opportunity, and next-step information in CRM to support clean forecasting and strong internal visibility.

• Use customer health signals, usage trends, support themes, stakeholder changes, and engagement patterns to proactively surface churn risk or expansion potential.

• Act as the voice of the customer internally, sharing feedback, risks, product insights, and market themes that can help improve Zensai’s offering and customer journey.

Typical Day in the Life:

• A typical day might include reviewing customer health, renewal timelines, usage trends, support themes, and CRM updates to prioritize where your attention is most needed.

• You could follow up on an upcoming renewal by confirming subscription details, aligning internal stakeholders, preparing the customer for the conversation, and addressing commercial questions or objections.

• You may work with internal teams to unblock a customer issue, coordinate an escalation, or keep an account moving toward a clear outcome.

• You might identify an expansion opportunity by spotting increased usage, new stakeholder needs, broader business priorities, or customer interest in additional Zensai capabilities.

• You will keep account records, renewal notes, opportunities, risks, and next steps current so internal teams have reliable visibility into customer status and forecast expectations.

What You Bring

Required Experience

• 5+ years in B2B SaaS Customer Success, Account Management, Relationship Management, Renewals, or a similar customer-facing commercial role.

• Proven ability to manage a customer portfolio with accountability for adoption, retention, renewals, and expansion.

• Experience leading or supporting renewal conversations, including contract timing, pricing discussions, stakeholder follow-up, negotiation, and commercial risk management.

• Strong commercial acumen, with the ability to identify upsell, cross-sell, user growth, and product expansion opportunities from customer conversations and usage insights.

• Ability to translate customer goals, adoption patterns, and business challenges into clear success plans, account strategies, and renewal narratives.

• Confidence working with CRM systems, renewal/opportunity records, customer health data, and forecasting inputs; Microsoft Dynamics 365 experience is a plus.

• Strong relationship-building skills across customer stakeholders, including champions, business owners, procurement, senior leaders, and internal partners.

• Excellent written and verbal communication skills, with the ability to simplify technical or commercial topics for different audiences.

• Experience working with Microsoft 365, Teams, SharePoint, HR technology, learning, engagement, or performance solutions is a strong plus.

• Proactive, accountable, and comfortable operating in a fast-paced environment where customer success, commercial ownership, and process discipline all matter.

Why Join Zensai?

• Join a category-defining company at a pivotal growth stage.

• Represent a differentiated platform built for Microsoft 365 and Teams.

• Play a meaningful role in shaping the ANZ customer lifecycle motion across adoption, renewal, retention, and growth.

• Partner directly with experienced revenue and customer leaders committed to developing top performers.

• Be part of a culture focused on Human Success, accountability, innovation, and growth.

• Help shape the future of AI-enabled workforce development.

Process

Apply in just a few minutes. You’ll answer a few role-specific questions plus one about what you need to do your best work. We review applications weekly and keep you updated throughout the process. Learn more about how we hire at Zensai here!

The benefits!

Work your way: We trust you to do your best work—wherever that happens. Home, office, or a mix. Early start or later mornings? You decide.

Learning: 10% of your working time is dedicated to development. Built in, not squeezed in.

Time off that lets you switch off: Enjoy 20 days of annual leave, plus 5 extra discretionary days on us each year, alongside public holidays and carers leave when life calls.

Family comes first: We offer 6 months paid parental leave for mothers and 4 months for fathers and co-parents—real support when it matters.

Super & security: We contribute 12% to your superannuation, helping you build long-term financial stability, plus workers compensation coverage.

Setup & connection: $1,000 AUD to get your home office right, plus weekly team lunches (or a monthly lunch if you’re remote) and regular social events.

About Zensai

Zensai is a global team of around 200 people across Europe, the US, and ANZ. We believe people should have the opportunity to keep learning, feel connected to their workplace, and do their best work. That’s why we created the Human Success Platform. Built into Microsoft 365 and powered by AI, it helps companies turn learning, engagement, and performance into a natural part of everyday work.