Account Manager ANZ

The Account Executive – Renewals is responsible for protecting and growing the Annual Recurring Revenue (ARR) across our ANZ customer base. This is a fully commercial, customer-facing role that owns the end-to-end renewal cycle — from forecasting uplift and negotiating commercial terms, through to identifying upsell opportunities and ensuring customers experience clear and lasting value from Great Place to Work® (GPTW).

You will manage a large portfolio across Australia and New Zealand, driving timely renewals, minimising churn, resolving objections, identifying risk early, and ensuring customers remain committed to their culture-building journey. You will work hand-in-hand with the ANZ Sales Director, Customer Success, Marketing, Consulting and ANZ Market Lead to deliver a disciplined, data-driven renewal experience that aligns to our ANZ GTM priorities and supports the broader regional strategy.

This is a high-impact role in a fast-evolving commercial organisation. Success requires strong commercial acumen, the confidence to navigate challenging customer conversations, and the discipline to manage a high-volume renewal pipeline with accuracy and urgency. You will play a critical part in strengthening long-term customer partnerships and ensuring sustainable, predictable revenue performance for the ANZ region.

JOB DESCRIPTION

In this commercial, high-impact role, you will manage a large and diverse renewal portfolio across Australia and New Zealand. You will lead renewal negotiations, protect and grow recurring revenue, and collaborate closely with cross-functional teams to ensure a seamless renewal experience. Your work directly contributes to the stability and growth of the ANZ business, ensuring customers continue to see measurable value from their partnership with Great Place to Work®.

Renewal Ownership & Commercial Negotiation

• Own the full renewal lifecycle for your assigned ANZ customer portfolio, ensuring renewals are completed accurately, on time, and aligned with revenue targets.
• Lead all commercial renewal discussions, including negotiation of terms, pricing, uplift, multi-year agreements, contract conditions, and timelines.
• Confidently articulate GPTW’s value proposition, linking outcomes to ROI, culture impact, organisational performance, and employee experience.
• Manage both automated and high-touch manual renewals, depending on customer size, complexity, and risk profile.
• Protect existing revenue streams and prevent churn by proactively identifying at-risk accounts and executing mitigation strategies.
• Meet and exceed gross revenue retention targets, ensuring revenue protection.

Expansion, Upsell & Growth

• Identify upgrades, product add-ons, consulting programs, or additional markets that would drive increased customer value and revenue.
• Partner with Customer Success Managers (CSMs) and the Consulting team to surface expansion opportunities for deeper culture transformation work.
• Own expansion conversations for your portfolio; when appropriate, facilitate warm handovers to other members of the regional sales team for larger or multi-stakeholder upsell engagements.
• Meet and exceed expansion and net revenue retention targets.

Customer Engagement & Value Reinforcement

• Conduct renewal meetings, business reviews, and commercial discussions to validate value, understand upcoming organisational priorities, and reinforce the importance of certification and culture measurement.
• Navigate complex or escalated customer situations with confidence, professionalism, and data-driven reasoning.
• Maintain strong, consistent communication to ensure customers are prepared for renewals well ahead of expiry.
• Act as a trusted commercial advisor to customers, helping them understand how GPTW solutions support talent, culture, and employer branding objectives.

Forecasting, Reporting & Process Excellence

• Maintain an accurate, up-to-date renewals pipeline, including risk categorisation, forecast amounts, next steps, and close dates.
• Provide weekly and monthly renewal forecasts and reporting, aligned to HubSpot pipeline discipline and regional GTM requirements.
• Ensure consistent documentation of customer conversations, renewal timelines, expected outcomes, and commercial discussions.
• Contribute to continuous improvement of renewal workflows, automation, and cross-functional playbooks.

Cross-Functional Collaboration

• Work closely with Customer Success Managers (CSMs) to ensure customer health, adoption, and outcomes are well understood across the renewal cycle.
• Collaborate with the ANZ Sales Director, ANZ Market Lead and Finance to ensure commercial accuracy, contract compliance, and correct processing of renewals.
• Share customer insights, themes, and systemic blockers with the wider team to improve our offerings, pricing, processes, and customer experience.
• Identify and build customer advocates, partnering with Marketing to develop social proof assets such as case studies, testimonials, reviews, and success stories that support commercial objectives.

SKILLS AND KNOWLEDGEEducational Qualifications:

• Bachelor’s degree in Business, Sales, Marketing, HR, or a related field preferred.
• Equivalent commercial experience will be considered.

Relevant Experience:

• Proven experience in a commercial, customer-facing role such as Renewals, Account Management, Customer Success, or Inside Sales in a B2B SaaS or services environment.
• Demonstrated success meeting or exceeding renewal, retention, and revenue targets, including gross and net retention.
• Experience managing high-volume renewal portfolios with multiple simultaneous cycles.
• Strong experience in negotiation, objection handling, and commercial conversations with mid-market and enterprise customers.
• Confidence working across cross-functional teams including Legal, Finance, Sales Ops, and Customer Success.
• Proficiency with HubSpot (or similar CRM) and comfort with forecasting, pipeline management, and contract workflows.

Personal Characteristics & Behaviours:

• Commercially sharp with strong business acumen and ability to distil customer needs into clear commercial recommendations.
• High level of organisation, planning, and time management; able to manage dozens of renewal cycles concurrently.
• Clear, confident communicator — able to simplify complex commercial topics and handle challenging conversations with ease.
• Customer-centric mindset with the ability to reinforce value, build trust, and maintain strong relationships.
• Analytical problem solver with strong attention to detail and comfort using data to inform decisions.
• Thrives in a fast-paced, evolving environment with competing priorities.
• Embraces experimentation, continuous improvement, and the use of AI tools to enhance productivity.

WAYS OF WORKING

This is a remote-first role. Some national and international travel is required. Flexibility to connect with global teams across time zones may be required on occasion.