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 act as a long‑term partner for clients in the UK and Ireland, ensuring they derive continuous value from the Kota Platform.

Key responsibilities

• Identify and drive upsell and cross‑sell opportunities across benefits, geographies and use cases.
• Own customer outcomes and retention, making sure accounts are live, activated and seeing measurable value.
• Partner with Benefits and CX teams to manage renewals, reduce churn risk and act as a trusted advisor.
• 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.
• Collect and translate customer feedback into actionable insights for product and success strategy.

Required profile

• Proven 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 product, operations and regulated environments.
• Clear communicator who builds trust with customers and internal teams.
• Highly organised, proactive and capable of building structure where none exists.

Required skills