We're Hiring: Commercial Account Manager

We're Hiring a Commercial Account Manager

Join the revenue engine of our customer growth strategy

📍  Location: Hybrid – Sheffield office (4 days in the office) Or London (Remote) - Occasional Travel to Client sites required

⏱   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.

Are you a commercially sharp, relationship-driven professional who loves owning a deal from hello to renewal - and everything in between?

We're looking for a Commercial Account Manager to join our growing Customer Success team and take ownership of the commercial relationships across a portfolio of Airship and Toggle customers. You'll be responsible for renewals, upsells, and keeping customers invested in their partnership with us - while working closely with the wider team to ensure they're getting real value from our platforms.

This is a role for someone who is naturally curious, commercially minded, and excited about the opportunity to use AI tools to work smarter - not just harder.

About Airship/Toggle

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.

What you'll do

Contract Renewals

• Own and manage the full renewal cycle for your customer portfolio, ensuring timely and successful renewals.
• Identify risks to renewal early and develop mitigation strategies in collaboration with the team.
• Negotiate commercial terms confidently, balancing customer needs with business objectives.
• Maintain an accurate pipeline of upcoming renewals in Pipedrive.

Upsell & Cross-Sell

• Proactively identify opportunities to expand customer accounts through additional products or higher tiers.
• Receive qualified upgrade leads from our wider Customer Success team and convert them into commercial agreements.
• Build a strong understanding of each customer's business to recommend solutions that genuinely add value.
• Present tailored proposals and commercial offers that speak to the customer's context and goals.

Customer Relationships

• Attend key customer meetings - in person or remotely - to strengthen relationships and spot commercial opportunities.
• Act as a trusted commercial contact for your portfolio, ensuring customers feel valued and supported.
• Collaborate with Strategic Account Managers on premium tier customers where portfolios overlap.

Revenue & Reporting

• Maintain a clear view of commercial performance, tracking ARR, NRR, and churn risk across your portfolio.
• Report regularly on pipeline status, renewal forecasts, and expansion revenue to the Account Management Lead.
• Share insights from customer conversations to inform product and pricing decisions.

AI-First Ways of Working

• Actively seek out and apply AI tools - particularly Claude - to improve your own efficiency and output quality.
• Look for opportunities to automate repetitive tasks, sharpen your communication, and move faster without sacrificing quality.
• Help shape how we use AI as a team, sharing what's working and contributing to a culture of continuous improvement.

About you

• Commercially sharp with demonstrable experience in account management, sales, or commercially-focused customer success.
• Confident negotiator - comfortable discussing contract renewals and commercial terms at various levels.
• An excellent communicator with strong written and verbal skills; able to build rapport quickly and present with confidence.
• Highly organised with the ability to manage a large portfolio and prioritise across competing demands.
• Analytical - comfortable using data to spot risk, opportunity, and performance trends.
• A genuine team player who works openly with Customer Success, Product, and Marketing colleagues.
• AI-curious and proactive: you don't wait to be shown how to use new tools — you explore, experiment, and find ways to work smarter.

Bonus points if you have:

• Experience in hospitality or hospitality tech (SaaS).
• Familiarity with Pipedrive, Trello, Claude, or Intercom.
• Experience working with tiered SaaS products or multi-product portfolios.

Our Values

• Positive Impact: Bring energy, optimism, and a solution-focused mindset. Approach interactions with the intent to leave people and situations better than you found them.
• Own it, Together: Take initiative, show accountability, and share responsibility for collective success.
• Thoughtful Excellence: Act with integrity, speed, and attention to detail, considering the bigger picture and real-world impact.

What success looks like

• Net Revenue Retention (NRR): Maintaining and growing ARR across your portfolio.
• Renewal Rate: Percentage of contracts successfully renewed on time.
• Upsell & Cross-Sell Revenue: Value of expansion deals closed.
• Pipeline Health: Accuracy and completeness of renewal and expansion pipeline in Pipedrive.

Our benefits

• 33 Days Holiday (incl. bank holidays) - increases with length of service
• An extra day off for your birthday
• Buy and sell holidays
• Flexible hybrid working
• Vitality Health Insurance
• Company pension scheme
• Cycle to work scheme
• Electric car scheme - salary sacrifice 
• 2 paid volunteering days
• Access to counselling and advice via our EAP
• Free fruit, cereal, yoghurts and refreshments in the office

Ready to apply?

If you're ready to own commercial relationships, drive real growth, and bring an AI-first mindset to everything you do - we'd love to hear from you!

Please email your CV and Covering Letter to: frances.beckley@airship.co.uk
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We are committed to creating a diverse and inclusive environment and welcome applications from all backgrounds. The successful candidate will need to have the right to work in the UK. Please note that we are unable to provide sponsorship for this role.

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