[Hiring] Account and Relationship Manager @risr/

Role Description

Full-time, permanent position based in the United Kingdom. To apply for this role, you must be based in the United Kingdom. Salary £45,000 - £55,000 (depending on experience). Closing date: Sunday 18th October. Industry: Education and Software, with a focus on medical and health professional education.

In this role, you will take full commercial and operational ownership of assigned customer accounts, going beyond basic relationship management. You will apply strong commercial judgment to drive contract renewals, identify growth opportunities within the customer account and maintain a deep understanding of each customer's strategic landscape. Working closely with delivery specialists within the customer success team, you will serve as the primary accountable leader for driving long-term account value, retention and satisfaction.

Responsibilities:

• Customer Relationship Building: Establishing and nurturing relationships with customer stakeholders at multiple levels in their organisation.
• Account Management: Actively taking complete ownership of the overall health, strategy and strategic development of assigned accounts.
• Communication: Acting as the primary point of contact between the customer and risr/ for anything that is not day-to-day support.
• Needs Assessment: Identifying customer needs and ensuring they are met through appropriate risr/ solutions.
• Cross-Selling and Up-Selling: Recognising opportunities to offer additional risr/ products or services that benefit the customer.
• Contract and Renewal Management: Handling contracts, renewals and negotiations.
• Issue Resolution: Addressing and resolving any customer concerns or escalations promptly in collaboration with other team members as required.
• Product Knowledge: Maintaining a good understanding of the risr/ products as they develop and are updated.
• Continuous Improvement: Having a deep understanding of the customer to ensure that we continue to deliver optimal service and value.
• Information Management: Utilising a central platform (CRM) to maintain accurate, up-to-date records for all existing customer accounts.

Accountabilities

• Customer Retention: Accountable for retaining customers and renewing contracts.
• Customer Satisfaction Scores: Accountable for achieving target satisfaction metrics.
• Revenue Targets from Existing Customers: Accountable for meeting financial goals related to cross-selling and up-selling.
• Accurate Reporting: Providing ongoing transparent and accurate reports on customer health and account status.
• Customer Advocacy: Ensuring the customer’s voice is heard within risr/ to influence product and service improvements.

Experience

• At least 5 years of experience as an account and relationship manager in a customer-facing role, ideally in a SaaS/B2B role.
• Experience and skill in handling contractual negotiations, reconciliations and revisions is preferable.
• Digital Transformation exposure utilising SaaS solutions and services.
• Technical-minded and solution-oriented.
• Excellent communication and stakeholder management skills.
• Ability to build a detailed understanding of assigned clients and their evolving business needs.
• Proven understanding of commercial decision-making.
• Knowledge of the UK's education and business landscape, trends, challenges, opportunities, buying styles, behaviours, practices and approaches is preferable.
• Ability to demonstrate a deep understanding of customer strategies/objectives.
• Ability to take a collaborative approach to relationship building and sales-related tasks.

Who we are looking for

• Culturally: Our self-managed, remote working culture isn’t for everyone. Our cultural principles include having a proactive, can-do attitude that is both positive and enthusiastic.
• Technical Skills: Contract negotiation, execution and renewal skills.
• Problem-Solving Skills: Problem-solving skills and the ability to think on one’s feet are essential.
• Communication Skills: Communicate effectively and set expectations clearly, concisely, and consistently.
• Time Management: Prioritise tasks, set goals, and allocate time wisely.
• Initiative: Be self-starting and proactive when handling multiple customers.
• Team Collaboration: Routinely work and collaborate with other team members.
• Progressive: A curious, experimental relationship with AI.

Benefits

• A generous salary, benefits package (including enhanced parental leave policies based on length of service) and participation in profit share.
• A Health and Wellbeing Allowance of £1,200 per annum.
• Confidential mental health support.
• Electric vehicle scheme.
• Cycle to work scheme.
• risr/ pays for your internet.
• risr/ pays for a mobile phone and contract.
• risr/ provides genuinely flexible working and autonomy.
• risr/ has no defined maximum holiday allowance - you are free to manage your own time.
• Participation in risr/ profit share. 25% of the profits risr/ makes is split equally between the risr/ employees.

How we hire

• Application Review: Submit your application by 18th October 2026.
• Stage 1: The Intro (Remote): A quick video submission answering a few questions on your own time.
• Stage 2: The Group Collaboration (Remote): A practical team interview with other candidates.
• Stage 3: The Deep Dive (Remote): An interview with some of the team you will work alongside.
• Stage 4: The Final Meetup (In-Person): A face-to-face meeting with some of our UK-based team members.