Account Manager – Benefits Platform

About the role

KotaKota is looking for its first Account Manager to own the success of SMB and mid‑market customers after onboarding. You will be the long‑term partner for clients in the UK and Ireland, driving retention, expansion, and value across our integrated benefits platform.

Key responsibilities

• Identify upsell and cross‑sell opportunities across benefits, geographies and use cases.
• Own customer outcomes and retention, ensuring clients are live, activated and seeing continuous value.
• Partner with Benefits and CX teams to manage renewals and reduce churn risk.
• Develop and maintain detailed account plans covering goals, risks, health signals, renewal timelines and expansion opportunities.
• Coordinate escalations across Customer Experience, Product and Benefits, monitoring usage and operational complexity.
• Champion the voice of the customer, turning feedback into insights that shape product priorities and success metrics.

Required profile

• Experience managing a book of business in Customer Success, Account Management or a similar post‑sales role.
• Comfort working with SMB and mid‑market customers in a fast‑moving environment.
• Strong commercial instincts around renewals, expansion and value articulation.
• Ability to navigate complexity across product, operations and regulated environments.
• Clear communicator who builds trust with customers and internal teams.
• Highly organised, proactive and comfortable building structure where none exists yet.

Required skills