Account Manager

 

 

Account Manager

Client partnership · Platform adoption · Retention and growth

London (hybrid, with client site travel) · Reports to Customer Success Director · Series A SaaS · Full-time

About Expian

Expian is a SaaS ticketing platform built for the most demanding visitor-economy operators — large heritage

and cultural attractions, ferry operators, and large-scale ticketed events. From timed-entry heritage sites to

the multi-vessel, multi-route operations of carriers like P&O Ferries, through to seasonal events at the scale of

Lapland UK, we handle ticketing complexity others can’t.

For our clients, ticketing is mission-critical: it is where revenue, operations, and customer experience meet.

Once a client is live, the relationship is only beginning. Our clients sign long-term contracts and expect a

partner, not a vendor — someone who understands their business, helps them get more value from the

platform every season, and stands beside them when something needs solving. We are hiring an Account

Manager to be that partner.

The opportunity

You will own a portfolio of live clients — marquee names in heritage, ferries, and events — and be their voice

inside Expian. Your job is to know each client’s business well enough to see what they need before they ask:

where they are leaving value on the table, which platform capabilities they haven’t adopted, what their next

season, route, or event demands, and where friction is building.

The role balances four things: deepening adoption so clients get the best from the platform; collaborating

with them to troubleshoot and solve issues; representing their needs in our roadmap — including helping

them prioritise and, where appropriate, fund the functionality that matters most to them; and, through all of

it, making renewal the obvious choice. Retention is the outcome; genuine partnership is how you get there.

What you’ll own

Client relationships & understanding

● Know the client’s business: understand each client’s operating model, commercial pressures, and

seasonal rhythm — a ferry operator’s schedule, a heritage site’s peak weekends, an event’s on-sale

moments — well enough to anticipate needs rather than react to them.

● Trusted point of contact: be the person clients call first — approachable, responsive, and honest. Build

relationships at multiple levels, from daily operators to senior stakeholders.

● Account plans and cadence: run a regular rhythm of check-ins, business reviews, and account planning

for every client in your portfolio, with clear actions and follow-through.

● Voice of the client: bring structured client insight back into Expian — to product, support, and leadership

— so decisions are made with the client’s reality in view.

 

 

Adoption & value

● Best use of the platform: know the Expian platform deeply and make sure clients do too — surface

unused capabilities, share best practice from across the client base, and turn features into measurable

operational and commercial value.

● Value reviews: show clients the value they are getting in their own terms — revenue, throughput,

conversion, workload saved — not just usage statistics.

● Training and enablement: make sure client teams stay capable through staff turnover and seasonal

hiring, coordinating refresher training and documentation where needed.

Troubleshooting & collaborative problem-solving

● First line of partnership: when something isn’t working — a configuration issue, an operational snag, an

integration hiccup — work the problem with the client rather than routing them into a queue. Know

enough about the platform and its architecture to diagnose sensibly before pulling in specialists.

● Orchestrate resolution: bring in Expian support, engineering, or product at the right moment, keep the

client informed with honest timelines, and own the issue until it is closed — not just handed over.

● Turn issues into trust: a well-handled problem strengthens a relationship. Manage the hard moments —

an outage, a peak-day incident, a missed expectation — with calm, empathy, and follow-up that proves

we learned from it.

Commercial ownership & retention

● Retention: own renewal outcomes for your portfolio. Track account health, spot risk early, and act on it

— retention is managed all year, not negotiated at the end.

● Prioritised & funded functionality: when a client needs functionality that sits beyond the standard

roadmap, help them build the case: clarify the requirement with product, shape the commercial

arrangement for prioritised or client-funded development, and see it through to delivery.

● Expansion: identify opportunities to grow accounts — new sites, routes, or events, additional modules,

deeper integrations — and work with the commercial team to land them.

● Commercial hygiene: keep contracts, entitlements, and billing matters clean and current, so nothing

about the commercial relationship comes as a surprise to either side.

What success looks like (first 12 months)

● Every client in your portfolio retained, with account health visibly tracked and no renewal that came

down to the wire.

● Measurably deeper platform adoption across your accounts — capabilities activated, best practice

shared, and value reviews that clients ask to keep.

● Issues resolved collaboratively and credibly: clients describe working with Expian as partnership, and

escalations arrive with context, not surprises.

● At least one prioritised or client-funded development shaped and delivered, with a satisfied client and a

healthy commercial outcome.

● Expansion revenue identified and landed within existing accounts, in partnership with the commercial

team.

● A structured voice-of-the-client channel into product and leadership that colleagues actually use.

 

 

Who you are

We expect genuine relationship instincts, enough technical understanding to be credible on a platform

conversation, and industry knowledge that lets you talk to clients about their business, not just ours. You

probably tick most, but not all, of the boxes below.

Must-haves

● 3+ years in account management, customer success, or client-facing delivery for a B2B software product

— ideally one that is operationally critical to its users.

● Industry knowledge: familiarity with the visitor economy — attractions, heritage, transport, or live events

— or a closely related operational sector, and the instincts to learn a client’s business quickly.

● Technical understanding: comfortable discussing how a SaaS platform works — configuration versus

customisation, APIs and integrations at a conversational level, data and reporting — and able to triage an

issue sensibly before escalating it.

● Great communication skills, written and verbal: clear, warm, and adaptable from gate staff to C-suite;

able to deliver difficult messages without damaging trust.

● Empathy that shows up in practice: you listen before you propose, you take a client’s pressure seriously

even when the fix is simple, and clients feel understood — not managed.

● Commercially aware: comfortable owning renewals, spotting expansion opportunities, and having honest

conversations about pricing and funded development.

● Organised and reliable: a portfolio of demanding clients means competing priorities — you keep

commitments visible and keep them, full stop.

● Problem-solver’s temperament: calm on a peak-day incident, resourceful when the answer isn’t obvious,

and persistent until the issue is genuinely closed.

Nice-to-haves

● Direct experience in ticketing — on either the vendor or operator side.

● Experience managing accounts through a platform migration or major upgrade.

● Familiarity with payments, access control, CRM, or e-commerce systems in a transactional environment.

● First-hand experience of AI-assisted ways of working — Expian is deliberately becoming AI-native, and we

want colleagues keen to embrace new ways of working.

How we work

We’re a London-based team, hybrid by default — typically a few days a week in the office and the rest

wherever you do your best work. This role travels: the best account conversations happen at the client’s

attraction, port, or venue. We move fast, and we are openly betting that people using AI will outdeliver

people who don’t — we want colleagues keen to embrace that.

Compensation

Indicative range, to be calibrated to experience.

● Base salary: £45,000 – £60,000

● Performance bonus: tied to retention, adoption, and account growth targets

 

 

● Benefits: private health, pension, 26 days holiday plus bank holidays

How to apply

Send a short note about a client relationship you turned around or grew — what the client needed, and how

you delivered it — alongside your CV or LinkedIn, to [email protected]. We aim to come back to every

applicant within two weeks.

Expian is an equal opportunities employer. We hire on talent and trajectory and welcome applicants from

every background.