Lumary

Account Manager

Lumary

full-time

Posted on:

Location Type: Hybrid

Location: Adelaide • Australia

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About the role

  • Manage a portfolio of existing mid-market and enterprise customers, acting as a key commercial and relationship contact post-implementation.
  • Build strong, credible relationships with a range of customer stakeholders, including operational users, customer leaders, and executive sponsors.
  • Develop a deep understanding of each customer’s business model, priorities, challenges, and growth plans.
  • Lead regular account check-ins, quarterly business reviews, and strategic conversations to ensure customers are seeing value from the partnership & review outcomes, adoption and usage insights, roadmap alignment, risks, and agreed priorities for the next quarter.
  • Maintain a clear view of customer sentiment, risks, priorities, and opportunities across your portfolio.
  • Act early on indicators of disengagement, dissatisfaction, or commercial risk, partnering internally to support recovery plans where needed.
  • Identify and progress expansion opportunities, including upsell and cross-sell pathways, based on customer needs, platform usage, business maturity, and strategic priorities.
  • Use customer data, usage trends, support themes, and market context to shape account strategy and prioritisation.
  • Work with Product and Delivery teams to communicate customer feedback, advocate for customer needs, and support realistic expectation-setting.
  • Identify opportunities to strengthen customer advocacy, including references, case studies, testimonials, event participation, and peer introductions.

Requirements

  • 3-4 years of proven experience in account management, customer success, commercial account growth, or relationship management within a SaaS, technology, or services environment
  • Experience managing existing customer relationships with responsibility for retention, renewals, and expansion
  • Experience managing multiple stakeholders across customer organisations, including senior decision-makers
  • Customer-centered mindset – Seeks to understand customer needs and context; builds trust through consistent, thoughtful engagement
  • Ownership & accountability – Takes responsibility for outcomes; proactive in managing risks and opportunities
  • Commercial curiosity – Interested in how customers operate and where value can be created, looks for win–win outcomes
  • Adaptability – Comfortable with change, adjusts approach based on customer, context, and business needs
  • Collaborative approach – Works effectively with others; contributes to shared outcomes and team alignment
  • Stakeholder management & influence – Builds relationships across all levels; navigates differing perspectives and drives alignment
  • Planning & organisation – Manages multiple accounts and priorities in a structured, proactive way
  • Communication & influencing skills – Strong communication skills, including the ability to lead customer conversations, influence outcomes, and communicate clearly across technical and non-technical audiences
Benefits
  • Flexibility to work from home and the office - hybrid working environment if based at on office location in Adelaide or Sydney, alternatively fully remote
  • Flexible start and finish times - have a routine but on the days you need to book an appointment or finish early, go for it
  • Monthly town halls for connection and company alignment
  • Monthly dedicated Social Connection days
  • Quarterly employee engagement surveys (currently at 82% engagement and trending upwards)
  • Internationally growing company working towards a purposeful vision: Empowering sustainable healthcare
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
account managementcustomer successcommercial account growthrelationship managementstakeholder managementdata analysisstrategic planningrisk managementupsellingcross-selling
Soft Skills
customer-centered mindsetownershipaccountabilitycommercial curiosityadaptabilitycollaborationinfluencecommunicationplanningorganisation