Senior Account Manager

As Cantarus continues to grow, we are investing in a dedicated strategic account management function focused on long-term client success, strategic consultancy and sustainable account growth. This role will play an important part in shaping how that function develops over the coming years – we are therefore looking for a commercially minded and relationship-focused Senior Account Manager.

This role sits at the heart of our client relationships, acting as the strategic bridge between our clients and our delivery teams. You will be responsible for developing long-term partnerships, driving client satisfaction, identifying growth opportunities and ensuring our clients achieve measurable value from their investment in Cantarus.

As a trusted advisor, you will build credibility with senior stakeholders, providing strategic guidance and helping clients navigate complex digital, technology and engagement challenges. A key aspect of the role is the ability to challenge constructively when required, holding robust, commercially minded conversations to ensure decisions are aligned with agreed objectives, budgets and long-term outcomes. You will be confident in providing honest recommendations, managing expectations, and guiding clients towards the solutions that will deliver the greatest value to their organisation.

Working closely with our Directors, Delivery teams, Technical Leads and Senior Leadership Team, you will manage a portfolio of strategic client relationships across membership organisations, charities, public sector bodies and commercial organisations, working with senior stakeholders to shape digital, technology and customer experience roadmaps.

You will lead a regular monthly cadence of strategic client meetings focused on relationship management, account development, client satisfaction, roadmap discussions and future opportunities. Separately, you will own the delivery of Quarterly Business Reviews (QBRs) and Annual Planning Workshops, helping clients align their digital investments with wider organisational objectives. This is not a project management role. Instead, you will focus on relationship management, strategic consultancy, commercial growth and client retention, helping clients navigate their digital, technology and customer experience ambitions. As Cantarus continues to grow, this role offers significant opportunities for progression and development within an expanding account management function.

Client Relationship Management

• Act as the primary strategic contact for a portfolio of client accounts.
• Build trusted relationships with key client stakeholders and decision-makers.
• Lead monthly strategic relationship meetings focused on client objectives, satisfaction, priorities and future opportunities.
• Understand each client’s business, challenges, goals and organisational landscape.
• Act as the voice of the client within Cantarus.
• Manage client satisfaction and proactively identify and address relationship risks.
• Coordinate executive sponsorship and senior stakeholder engagement where appropriate.

Strategic Consultancy

• Facilitate Quarterly Business Reviews (QBRs) and Annual Planning Workshops.
• Help clients define and refine their digital, technology and customer experience roadmaps.
• Work with internal specialists to develop strategic recommendations aligned to client objectives.
• Stay informed about relevant industry trends, technologies and best practice.
• Identify opportunities where Cantarus can add additional value and expertise.

Commercial Growth

• Develop account growth plans for your client portfolio.
• Identify and progress upsell and cross-sell opportunities across Cantarus’ service lines.
• Support contract renewals and commercial discussions.
• Maintain accurate account forecasts and opportunity pipelines within CRM.
• Contribute towards client retention, revenue growth and profitability targets.
• Work collaboratively with Marketing and Business Development teams to identify referral, case study and new business opportunities.

Client Success & Retention

• Monitor account health and client satisfaction across your portfolio.
• Lead client feedback and satisfaction initiatives.
• Support the transition of clients from project delivery into long-term support, Timebank, Timeblock, and Continuous Improvement services.
• Maintain strategic account plans, client roadmaps and account documentation.

Internal Collaboration

• Work closely with Delivery Managers, Project Consultants, Technical Leads and Developers to ensure a joined-up client experience.
• Participate in account planning, forecasting and pipeline reviews.
• Escalate risks and opportunities appropriately.
• Share client insight and feedback across the wider business.

•  Minimum of 2 years' experience in Account Management, Client Services, Customer Success or similar client-facing role within a digital agency, technology consultancy or digital services business.
• Demonstrable experience managing strategic client relationships, facilitating stakeholder workshops and driving account growth within an agency or consultancy environment.
• Experience managing multiple client relationships simultaneously within an agency environment.
• Strong relationship-building and stakeholder management skills.
• Experience leading client meetings, service reviews and strategic discussions.
• Commercial awareness with the ability to identify opportunities for account growth through upselling, cross-selling and strategic account development.
• Experience working closely with delivery, technical and creative teams, or similar.
• Strong organisational skills with the ability to manage multiple priorities across a varied client portfolio.
• Excellent written and verbal communication skills.