Strategic Account Manager

About the role

Airship/Toggle is a leading hospitality SaaS company on a mission to help our customers deliver exceptional guest experiences. Our platforms simplify operations, enhance communication, and unlock revenue growth for hospitality businesses across the UK. We pride ourselves on a culture of collaboration, innovation, and thoughtful excellence - where every team member takes ownership, makes an impact, and contributes to the success of our customers. We're also an AI-first team. We believe the best people are the ones who embrace new tools and actively look for smarter, faster ways to do great work - and we invest in making that possible. Strategic Account Manager - The Role: We're looking for a Strategic Account Manager to be the trusted face of Airship for our most valuable Plus and Expert tier customers. This isn't a typical account management role - you're not just keeping customers happy, you're becoming a trusted partner to their team. You'll build deep, long-term relationships with senior stakeholders, help them unlock maximum value from Airship and Toggle, and work hand-in-hand with our Commercial Account Managers to drive growth. This is a role for someone who is naturally curious, relationship-driven, and excited about using AI tools to work smarter - thinking bigger and delivering more for every customer they touch. Strategic Account Manager - What you'll do - Serve as the primary point of contact for a portfolio of Plus and Expert tier customers, building trust-based relationships with key stakeholders from day-to-day users to senior decision makers - Develop and maintain tailored success plans for each customer aligned to their business goals, proactively sharing product updates, best practices and new features - Identify early signs of disengagement or risk and take proactive action to address them before they escalate - Work closely with Commercial Account Managers to identify upsell and cross-sell opportunities and pass qualified opportunities in a timely manner - Serve as the voice of customers internally, sharing insights with Product, Support and Marketing to inform decisions - Actively apply AI tools to improve the quality and efficiency of your customer work and help shape how we use AI as a team Strategic Account Manager - About you: - A proven relationship builder with demonstrable experience managing senior-level client relationships in a B2B context - A strategic thinker who deeply understands customer business needs and can connect their goals to our product capabilities - An exceptional communicator, confident presenting to senior stakeholders and training users - Proactive and solution-oriented, pre-empting problems rather than waiting for them to arise - Highly organised with the ability to manage multiple high-priority accounts with structured cadences and consistent follow-through - AI-curious and proactive, exploring new tools and finding ways to work smarter without needing to be shown

Benefits

Additional Information

Are you the kind of person who builds genuine relationships, thinks strategically about what customers actually need, and gets real satisfaction from helping businesses thrive? Airship / Toggle has an exciting Strategic Account Manager opportunity! Location: Hybrid - Sheffield, S2 5QX (4 days in the office) or London (Remote) Hours: 37.5 hours a week Base Salary: £28,000-£38,000 depending on experience and location. London-based roles attract a weighting to reflect cost of living.

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